I provided an example of a time when a customer was very frustrated that there was a hole in the shirt she had bought. I was able to speak calmly with her and offer her a full refund, which seemed to diffuse the situation.
I do not believe any employee cannot be trained to do their job effectively. Once all possible steps have been taken and they are detrimental to the team and position and no longer interested in assisting in improvement, only then considertermination
API = application program interface, it is a logical group of functions which can be accessed using specified syntax for operations, inputs, outputs and types. SDK = collection of related API used to develop software packages
Cisco is already touching the SMB and consumer segment, esp. with its managed services. Public TelePresence at a low enough price would be extremely attractive to consumers in less developed areas. With Cisco's experience in using games to promote its products, offering game hosting as a managed service is not such a big leap.