What strategies can a CX ambassador implement to effectively de-escalate a heated customer interaction and turn it into a positive experience?

A CX ambassador can implement active listening to understand the customer's concerns, empathy to show understanding and concern for their situation, and offer solutions or compromises to address their issues. They can also remain calm and composed, maintain a positive attitude, and apologize for any inconvenience caused to show genuine care for the customer's experience. Additionally, they can follow up with the customer after the interaction to ensure their satisfaction and build a long-lasting relationship.