Overview
Business Rules :
The customer is always right!
See rule #1.
Questions:
Why are the above rules crucial to business?
Are customers always right? Why or why not?
As employees, how do we adapt to the above rules?
There are, essentially, two ways to address positive and challenging customers: surface and deep-level acting. Surface-level acting refers to a minimal investment of emotion. For example, we may smile and say, "Have a nice day," but inside, we do not care how the customer feels. Inversely, deep acting is "walking in the customer's shoes." Must system administrator professionals exhibit soft skills in today's environment? Are our coworker's customers, and should handling their issues deviate from external ones? Why?/Why not?