Ok, fixing...

On Fri, Feb 8, 2013 at 8:24 AM, Mike Fiedler <notifications@github.com>wrote:

> In soft_skills.rst:
>
> > +high due to lost data, a service outage, or frustration trying to
> > +use technology. Now is not the time for you to get emotional or
> > +defensive about your work. Instead of reacting, follow these steps
> > +to adeptly manage customer unhappiness and maybe increase customer
> > +respect for operations as a whole.
> > +
> > +* Listen without judgment
> > +* Rephrase the concern so you can confirm that you understood
> > +* Agree to investigate if it isn't something you can resolve now or you don't have the time.
> > +* Leave the customer with the assurance that you or someone will get back to him/her with a solution or feedback.
> > +* Get back to the customer even if it is to say
> > +
> > + * It was a one-off problem and here is why
> > + * We found a problem internally and it is now resolved
> > + * We are improving our processes to reduce the likelihood of it happening again
> > + * Or an explanation that simply provides feedback to the customer.
>
> Hm. Seems like nested bullets require one more space in front of them,
> otherwise they show up as an epigraph/blockquote.
>
> There's one more later on under "How Operations Spend?"
>
> —
> Reply to this email directly or view it on GitHub<https://github.com/opsschool/curriculum/pull/73/files#r2942346>.
>
>