How can a CX ambassador navigate a situation where a customer is upset due to a misunderstanding or miscommunication, in order to ensure the customer feels heard and ultimately satisfied with their experience?

A CX ambassador can navigate a situation where a customer is upset due to a misunderstanding or miscommunication by actively listening to the customer's concerns and acknowledging their feelings. They should apologize for the confusion or miscommunication and take responsibility for addressing the issue. The ambassador should offer a solution or resolution that aligns with the customer's needs and preferences, and follow up to ensure the customer is satisfied with the outcome. Through effective communication and empathy, the CX ambassador can help the customer feel heard and ultimately satisfied with their experience.