A caller says another technician was rude...you

This is good netiquette.

You see a confidential file on a customer's computer...

Level Two Technicians:

Inexperienced customers need..

This is not a relaxation technique used in call centers...

Exception to SLA that needs manager approval

I am transferring a customer. You don't need to tell the other technician...

First step in resolving customer problem...

Stress...

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