How can a CX Ambassador utilize emotional intelligence to diffuse tense situations and build rapport with customers, ultimately creating a positive and lasting impression?

A CX Ambassador can utilize emotional intelligence by actively listening to the customer's concerns and empathizing with their emotions. They can use nonverbal cues such as maintaining eye contact and displaying a calm demeanor to show understanding and build trust. By acknowledging the customer's feelings and validating their experience, the CX Ambassador can help diffuse tense situations and create a sense of connection. This approach can lead to a positive and lasting impression as customers feel heard, understood, and valued.