Final answer:
The statement indicating that decisions should always be made based on past experiences is false. It is crucial to reflect on each customer interaction independently while managing emotions through metacognition. Theories do not become laws over time simply due to their longevity, but because of their substantiated explanations.
Step-by-step explanation:
The statement 'It is always a good idea to react or make decisions about a customer's message based on your past experiences' is false. While past experiences can provide valuable insight, each customer and situation is unique and deserves a fresh assessment. Moreover, personal biases and emotions from past interactions may not be relevant to the new situation.
When dealing with customer messages, it is crucial to use metacognition which allows one to reflect on the source of emotions and manage them appropriately. It’s important to not let emotions cloud judgment. Applying past experiences can sometimes be helpful, but relying solely on them without considering the current facts can be misleading and unprofessional.
Additionally, when addressing the true/false statement regarding theories and laws, 'When a theory has been known for a long time, it becomes a law' is also false. The transformation of a theory into a law does not occur simply because of the time elapsed; rather, laws are descriptions of observed phenomena, while theories are well-substantiated explanations of those phenomena.