Customer Interaction Patterns Linda Rising risingl@agcs.com AG Communication Systems 2500 W. Utopia Road Phoenix, AZ 85027-4129 602.581.4699 Abstract With the introduction of self-directed work teams and an increasing emphasis on business awareness within the software development community, individual developers are being called upon to play a more active role in interfacing with real customers. This new role poses a challenge for many engineers who may need guidance in improving their effectiveness in customer interaction. These patterns are the beginning of a pattern language to address that need. Subject area: Customer Interaction Keywords: customer interaction, communication, negotiation, personal relationships