What is the difference between routine and challenging customer relations situations addressed by the positive engagement process model?

What is the difference between routine and challenging customer relations situations addressed by the positive engagement process model?

In challenging situations, the interaction becomes more positive when the employee presents the problem

In routine situations, the situation usually takes a negative turn when customer presents the problem

In routine situations, the customer always gives the best solution to the problem

In challenging situations, the stakes are generally higher than during a routine situation