In what ways can a CX ambassador effectively use empathy to connect with customers, even in difficult or tense situations?

A CX ambassador can effectively use empathy to connect with customers in difficult situations by actively listening to their concerns, acknowledging their emotions, and validating their feelings. They can also demonstrate understanding by putting themselves in the customer's shoes and showing genuine care and concern. By showing empathy, the ambassador can build trust and rapport with the customer, leading to a more positive and productive interaction.