In what ways can a CX ambassador use emotional intelligence to not only handle upset or angry customers, but also proactively prevent negative experiences from occurring in the first place?

A CX ambassador can use emotional intelligence to handle upset or angry customers by actively listening to their concerns, showing empathy, and validating their emotions. By understanding the customer's perspective and emotions, the ambassador can effectively address their issues and find a satisfactory resolution. Additionally, by proactively using emotional intelligence to anticipate potential triggers or pain points for customers, the ambassador can take steps to prevent negative experiences from occurring in the first place. This can involve implementing strategies such as personalized communication, proactive problem-solving, and creating a positive and welcoming environment for customers.