Case $3$B Likeability$/$Positive Demeanour

Mike Aranjo is a recent graduate from a three$-$year business diploma program at Centennial College. His area of specialty is marketing, but he hasn't been successful in finding his dream marketing job yet. It's now eight months after graduation, and he reluctantly decides to take a call$-$center job at Miratel Solutions Inc. His mother knows the manager, so he didn't even have to apply for the job.

On his first day at CallPro, Mike is scheduled to take a six$-$hour training course called "Dynamic and Effective Customer Service". He arrives at the CallPro office about five minutes late, even though his mother reminded him more than once to be early. His new manager Sandra Fairley has already begun the training session with two other employees.

"We've already begun Mike, so can you grab a seat quickly? Thanks", Sandra says.

"Yeah, it wasn't my fault; the subway had a delay", Mike mumbles, slouching into a seat at the back of the room.

"Lesson $1,$ Mike: don't make excuses at work $-$ take responsibility for things you're responsible for", Sandra says. $"$As I was saying", she continues, "today's training gets you thinking about excellent customer service in the following three wavs.."