Mr. John is an emotionally intelligent person who can understand his own as well as others’ emotions and can hide his negative emotions and display positive emotions while dealing with customers as a...

Mr. John is an emotionally intelligent person who can understand his own as well as others’ emotions and can hide his negative emotions and display positive emotions while dealing with customers as a CSR of the company. One day, a stubborn customer came and started shouting at Mr. John. Mr. John understood that the customer had to visit twice for the same complaint. Also, he had to wait for his turn for 4 hours standing in sun. Mr. John offered a glass of cold water to the customer, offer him to sit of a comfortable seat and assure him that his problem will be resolved the same day. He also had a chit chat with that customer to make him feel better. a. According to Mr. John, what was the necessary and sufficient condition for customer’s aggression? b. What do you think that Mr. John adopted (i) production of desirable phenomenon or (ii) elimination of something undesirable? Why? c. What is the proximate cause of the customer’s behavior? Provide logic.