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Ezra and Tai are customer service representatives for an online retailer. As part of their training, the company emphasized the importance of remaining calm and
Ezra and Tai are customer service representatives for an online retailer. As part of their training, the company emphasized the importance of remaining calm and friendly at all times when interacting with customers. Ezra achieves this through surface acting, and Tai does so by deep acting. One day a customer calls with a complaint: "I just received the dress I ordered, and you sent me the wrong size. I needed this dress for a wedding I'm attending, and it's in three days. Now I don't have anything to wear. What kind of idiot can't match the size to the order?!" How would Ezra likely respond to this customer? How would Tai
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