In what ways can a CX ambassador incorporate empathy and active listening skills to effectively de-escalate a customer's emotions during a challenging interaction, while still maintaining a professional demeanor?

A CX ambassador can incorporate empathy by acknowledging the customer's feelings and showing understanding of their perspective. Active listening skills can be used to fully understand the customer's concerns and provide appropriate responses. By demonstrating empathy and active listening, the ambassador can help the customer feel heard and valued, ultimately de-escalating their emotions. It is important for the ambassador to maintain a professional demeanor throughout the interaction to ensure a positive customer experience.