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 _______.

If a customer calls with a technical problem, what should be your first action to address the issue?

As a speaker, one of your jobs is to:

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?

What general rules does phone etiquette require customer service representatives to follow?

What would perfect customer relationship management entail?