Read my summary of “Turning Rants Into Raves” to learn more about how “every customer interaction has two dimensions, human and business. The human dimension involves your emotions and interpersonal skills (listening, empathy, demonstrating appreciation, sympathy, acts and gestures of kindness and caring), while the business dimension involves your technical or task skills (problem-solving, asking questions, follow-up, product knowledge). Turning Rants Into Raves