Fran is a call center customer-service worker who has a scri…

Fran is a call center customer-service worker who has a script she’s supposed to strictly follow when she responds to customer complaints. One day, a customer is extremely rude to her and Fran departs from the script and asks her to be more polite and respectful. What kind of strategy is this is an example of?

Joanie lost her job eight months ago and has not been able t…

Joanie lost her job eight months ago and has not been able to find a new one. She and her children were kicked out of their apartment because they were behind on rent. With no income, Joanie and her kids are living on the street. Each meal poses a significant hardship for the family because they often cannot find food, and the family is becoming malnourished. Joanie and her family are experiencing