What is active listening?

When a customer asks in person where something is, it is best to...

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 _________.

What would be a good opening line in replying to an irate customer's email?

Which of the following would a customer not expect from a customer service agent?

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?