Update customer handbook headings and formatting (#4612)

* update headings, add newlines

* Update customers.md

handbook/customers.md

@@ -5,28 +5,38 @@
 ### Scheduling meetings with customers
 To schedule an ad hoc meeting with a Fleet customer, use the ["Customer meeting" Calendly link](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit#heading=h.v47bs6uo0jpk).
 
-# Missed Zoom Meeting | Etiquette with Customers
+### Missed Zoom Meeting | Etiquette with Customers
 This is a tutorial on how to respond when someone from outside the company misses a call.
 
-## 48 hours before a meeting
+#### 48 hours before a meeting
 
 L1: Check the calendar invite to determine if the customer has accepted the invitation.
+
 L2: If the customer has not accepted the invitation please reach out through appropriate channels to confirm attendance (Ex: EAs, Email, Slack).
+
 L3: Test the Zoom Meeting link to ensure that it is working.
+
 L4: Ensure that agenda documents are attached and accessible to meeting attendees (as appropriate to the situation).
 
-## Day of meeting
+#### Day of meeting
 
 L1: Join meeting 2-3 minutes prior to the meeting start time.
-L2: If the customer does not join the call after 3-minutes:
-- Slack, if we have a shared channel
-- Email, using the email address from the calendar invite
-- LinkedIn, send a direct message
-- Phone, try finding their number to text and/or call (as appropriate to the device type: landline vs cell phone)
-L3: In these communications to the customer remember to approach the situation with empathy. ==Anything could have happened==.
+
+L2: If the customer does not join the call after 3-minutes, contact the customer with:
+
+- Slack, if we have a shared channel.
+- Email, using the email address from the calendar invite.
+- LinkedIn, send a direct message.
+- Phone, try finding their number to text and/or call (as appropriate to the device type: landline vs cell phone).
+
+L3: In these communications to the customer remember to approach the situation with empathy. Anything could have happened.
+
 L4: Be ready to supply an alternative date and time to reschedule the call. Suggest 2-3 options for the customer to choose from.
-L5: Ensure that contact information is accurate and that meeting invites can be received and accessed by the customer. 
-L6: Repeat back to the customer the newly agreed upon date and time, as well as the contact information. 
+
+L5: Ensure that contact information is accurate and that meeting invites can be received and accessed by the customer.
+
+L6: Repeat back to the customer the newly agreed upon date and time, as well as the contact information.
+
 L7: Congratulations, you’re ready to set up a new call.
 
 ### Next steps after a customer conversation