Final answer:
False. It is not advisable to take customer statements personally. Metacognition techniques can be used to manage emotions.
Step-by-step explanation:
False. It is not advisable to get emotional and take customer statements personally in a business setting. Emotions can cloud judgment and hinder effective communication with customers. Instead, it is important to use metacognition techniques to understand the source of those emotions and manage them appropriately.
It's important to remain professional, objective, and focused on addressing the customer's concerns or needs rather than letting personal emotions interfere. Emotional responses can sometimes escalate situations rather than resolve them.