除了规则之外，还要知道更多。 不要放在心上。 用友好“降服”他们。 和经理谈谈。 清楚你的极限。 坚守阵地。

I'm interested in that, but I only have a few mins. Can you give me at most the first 500 characters of a detailed explanation in English about that?
Most service businesses have a clear set of rules for their workers. However, there's almost always a second, more flexible set of “rules” that govern the lengths to which you can bend or break the posted rules in order to keep a customer satisfied. Knowing these will help you go above and beyond the call of duty (which more often than not, calms customers down regardless of the eventual outcome) without getting in trouble. Most often, only management is allowed to make these exceptions, but ask