How can a CX ambassador use emotional intelligence to effectively diffuse customer complaints and turn them into opportunities for building stronger relationships with customers?

A CX ambassador can use emotional intelligence by actively listening to the customer's concerns, acknowledging their emotions, and showing empathy towards their situation. By validating the customer's feelings and demonstrating understanding, the ambassador can help de-escalate the situation and create a sense of trust and rapport. This can help turn a negative experience into a positive one, ultimately strengthening the relationship with the customer and potentially turning them into a loyal advocate for the brand.