How can CX Ambassadors use role-playing exercises during peer-to-peer coaching sessions to practice and improve their customer communication and conflict resolution skills in a simulated environment?

CX Ambassadors can use role-playing exercises during peer-to-peer coaching sessions by assigning specific scenarios for participants to act out, such as handling a difficult customer or resolving a conflict between team members. By stepping into different roles, ambassadors can practice responding to various situations and receiving feedback from their peers on their communication and conflict resolution techniques. This allows them to improve their skills in a safe and controlled environment before applying them in real-life customer interactions. Role-playing also helps ambassadors develop empathy and perspective-taking by seeing situations from different points of view.