Carson, a utility company CSR$,$ recently experienced a very frustrating civil brush with the law concerning boundary lines between his and a neighbor$$s property. As a conse$-$ quence of this negative legal experience, everyone at work recognizes that Carson is a bit strict when it comes to following rules. However, the situation is beginning to affect his work because his narrow$-$minded attitude is antagonizing customers.

$1.$ In what ways do situations in someone$$s personal life spill over and affect service attitudes and behavior on the job? Describe some examples you$$ve experienced.

$2.$ If you were Carson$$s supervisor, how would you explain to him the best way to interpret which rules he is required to follow to the letter and which ones allow him some flexibility? What steps would you take to help Carson overcome this attitude and get back on track with customers $($i$.$e$.,$ simply talk to him, reprimand

him, enroll him in training, or$...)?$