The case of the crabby receptionist details about a long-time tenured employee named Louise who has been receiving a lot of complaints about her rudeness. Her section supervisor named Missy Clare is debating what to do about Louise's status as an employee. As she talks with her friend and fellow supervisor Janet Stevens, she tells her about Louise snapping at other employees, being constantly rude to patients, and just unpleasant in general. It has gotten to the point that the three doctors have confronted her about getting a friendlier receptionist. Some even complained to Missy's boss named Carson who also inquired about Louise's behavior. Missy mentions to Janet that she has tried talking to Louise to see what her issue is but, Louise refuses to talk. Janet tells Missy that she has heard that Louise's attitude and behavior have made outpatients afraid to approach her because they don't know if they're going to be snapped at, glared at, or ignored.

Question is: 1. how would you go about trying to balance the customer service needs of the section with the apparent needs of Louise, the long-time employee?

2. which of the section's customers are likely to cause Missy the most grief over Louise's behavior? Why?