If it becomes necessary to put a customer on hold,

Why is the lifetime value of the customer so important?

Imitating a customer's mannerisms and body language to make them more comfortable is a technique known as ____________.

Upset customers tend to calm down if you _________.

The key to customer service is to __________.

A sales team and a customer service team should be _______.

What approach should a firm take when they need to say 'no' to a customer?

What is customer profiling?

Why would a company want to know the profitability and sales history of customers?

What should be done with an irate customer after they have vented out and explained their situation?

What is the first step in mollifying a customer who has received bad service?