How can a CX ambassador use emotional intelligence to effectively de-escalate a tense situation with a dissatisfied customer and turn it into a positive experience?

A CX ambassador can use emotional intelligence by actively listening to the customer's concerns, acknowledging their emotions, and showing empathy towards their situation. They can then work on building rapport with the customer by validating their feelings and offering solutions to address their issues. By remaining calm, patient, and understanding, the CX ambassador can help de-escalate the tension and ultimately turn the negative experience into a positive one by providing exceptional customer service and ensuring the customer feels valued and respected.