This document outlines policies for customer service employees to remain calm, polite, and professional when dealing with customers, no matter the circumstance or provocation from the customer. Employees are instructed to prioritize the customer's well-being, respond to difficult situations with dignity and good grace, and maintain composure without losing their temper or politeness, as proper customer service and avoiding escalation is valued over recognition of an employee's composure.

1. Sang froid The customer is always right

2. Thou shalt not strike the customer No matter the provocation Irrespective of circumstance It will be regarded as aberration

3. Thou shalt consider their well being The customer is always right If you cannot abide by our policies You will still smile and be polite

4. Exchanging goods is normal Even when they throw them in your face Recover yourself with dignity Respond with breeding and good grace

5. There is no bonus for your manners No recognition of your politesse You’re a consummate professional A model of sang froid and finesse