建立资源如何与客户互动的指导方针。例如，在与客户互动时设定责任、互动和通融规则。资源应该是礼貌的、善解人意的和专心的。 Establishing guidelines for how resources engage with the customer. For example, set rules of accountability, interaction, and accommodation when engaging the customer. Resources should be polite, empathetic, and attentive.