How can a CX Ambassador proactively prevent difficult situations from escalating into confrontations with upset customers, while still providing exceptional service?

A CX Ambassador can proactively prevent difficult situations from escalating by actively listening to the customer's concerns, empathizing with their feelings, and acknowledging their frustrations. They can also offer solutions or alternatives to address the issue at hand, and follow up with the customer to ensure their satisfaction. By maintaining a calm and professional demeanor, the CX Ambassador can effectively de-escalate confrontations and uphold exceptional service standards.