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This in in context to Services delivery of a sub domain in the overall big operational arrangements connecting multiple domains. Specially when customer is surrounded by in-capable internal team and generally having a autocratic management style with history of troubled relations with other sub-contractors.
First of all, we should understand customer needs and his behaviour, and simplify clarify our rules and regulations to him with a warm smile, and also we should avoid giving consideration to his arrogant, because it's not a personal matter.
smile, understand and feel customers needs is the key
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