What strategies can a CX ambassador use to de-escalate a tense situation with an upset customer and turn it into a positive experience?

A CX ambassador can de-escalate a tense situation with an upset customer by actively listening to their concerns, acknowledging their feelings, and empathizing with their situation. They can also offer solutions or alternatives to address the customer's issue and demonstrate a willingness to help. By maintaining a calm and professional demeanor, apologizing for any inconvenience caused, and following up to ensure the customer's satisfaction, the CX ambassador can turn the negative experience into a positive one.