How can CX Ambassadors utilize active listening and empathy to effectively navigate challenging customer interactions and diffuse potential conflicts?

CX Ambassadors can utilize active listening by giving their full attention to the customer, repeating back what they heard to ensure understanding, and asking clarifying questions. Empathy can be shown by acknowledging the customer's feelings and validating their concerns. By actively listening and showing empathy, CX Ambassadors can build rapport with the customer, de-escalate tense situations, and find mutually beneficial solutions to conflicts. This approach can help create a positive customer experience and strengthen the relationship between the customer and the company.