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

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

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

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

What is customer profiling?

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

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

The key to customer service is to __________.

Upset customers tend to calm down if you _________.

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

Why is the lifetime value of the customer so important?