According to Ricky Gervais, comedy is someone doing a task they are ill-equipped for, I have to agree with him because although I don’t watch them often, I find videos of drunk people trying to do anything (not self-harming, violent, or driving) produces the most full-bellied laughs possible from me provided that I know they are okay today.
The issue is, “The Hero’s Journey” is how most dramatic movies or any story at all is written. Which is a character has some large problem to overcome, meets a guide, who gives them a plan, and calls them to action. When you look at the hero, they are ill-equipped in the beginning, so how is every story not comedy?
The difference then between comedy and drama is a guide, a plan and a call to action. A comedy has none of those due to over-confidence. Over-confidence is comedic, under-confidence is dramatic. Not planning is comedic, thorough planning is dramatic. Not having a guide is comedic, having one is dramatic.
Michael Scott from the Office is a funny character because he is over-confident, doesn’t have thought out plans for achieving what he wants, and has no one guiding him, even when he occasionally calls David Wallace, he’s rushed off the phone.
I didn’t write this to be a student of theater. I wrote it to clarify what can be achieved with customers. Sometimes it’s good to use humor to get everyone in good spirits, then use drama to create tension, however in sales things are always going to skew towards dramatic because you should be the guide, you should give them a plan, and you should call the customer to action, that is all the outline of a drama, the comedy is only for fake-outs.