In the work environment, there are many skills that one could learn to make their jobs more efficient. Being in the car business you have hundreds, if not, thousands of people all with different characteristics. Not all customers are going to treat you the same. The one skill that I was lacking when getting in the auto industry was, how do I confront the customers that treat me like I was from the bottom of barrel. There are those that would scream and yell at me because their oil change would take thirty five minutes and I told them it would only take thirty minutes. They would demand to speak to my boss, general manager and owner. I use to take issues like this and take them personally. This would happen more and more frequent and I was at the point of leaving my job because I did not know what to do. One day it all just clicked and I figured out that I was letting the customers put me in a position that would allow them to control the situation. In the business that I am in, we call these customer’s “heat cases”. My definition of a “heat case” is when someone or situation takes a lot of attention. The reason for this is, the fact that most dealership rely on customer feedback in the form of CSI, Customer Satisfaction Index. There are three levels of CSI; red being failing, yellow being satisfactory and green being outstanding. Ever customer that comes into the dealership to get maintenance done on their vehicle will be receiving one. My job solely depends on that my CSI scores. If I was to have two consecutive months in the red, then the odds of me having a job would very slim. The customers that are flagged as “heat cases” are the ones that will hold the CSI survey over your head and take advantage of it. Instead of letting the customer get the best of you and being able to identify the scenario is a skill that takes a lot of time and experience. Once you have mastered the skill, you are able to rectify the situation with very little ease. For me, all I...