How can a CX Ambassador use emotional intelligence to turn a negative customer interaction into a positive one?

A CX Ambassador can use emotional intelligence by actively listening to the customer's concerns and empathizing with their emotions. They can validate the customer's feelings and show understanding towards their perspective. By remaining calm and composed, the CX Ambassador can effectively diffuse the situation and work towards finding a satisfactory resolution for the customer. Additionally, they can use their emotional intelligence to build rapport with the customer and establish trust, ultimately turning a negative interaction into a positive one through genuine care and understanding.