How can a CX Ambassador effectively utilize empathy and active listening to not only resolve a customer's issue, but also leave a lasting positive impression that turns them into a brand advocate?

A CX Ambassador can effectively utilize empathy by putting themselves in the customer's shoes and understanding their perspective. This allows them to address the customer's concerns with compassion and understanding, creating a sense of trust and connection. Active listening involves fully engaging with the customer, asking clarifying questions, and summarizing their concerns to show that their voice is being heard. By combining empathy and active listening, the CX Ambassador can not only resolve the customer's issue but also make them feel valued and appreciated, leading to a positive experience that can turn them into a loyal brand advocate.