1. I enjoyed the teaching about the implementation of the acronym C.L.A.S.S.S. The acronym is truly a great example of how Chick – fil – A handles and operates business and interacts with its customers. C = Calm, L = Listen, A = Address, S = Sympathize, S = Say Sorry, S = Solution. This technique is a great way to handle difficulties with customers and clients in all businesses. It is a simple yet very effective way to train employees. 1. One interesting point that was brought up during the explanation of the second S in the acronym, is what not to do. The second S is Say Sorry. When implementing this step, it is very important not to say the word “but.” Just like in personal relationships when apologizing saying the word but invalidates the persons feelings that the apology is being given to. Insincere apologies can often worsen a situation.