Another way a technician can connect emotionally to customers is by being able to explain technical things in terms that the customer can ________________.

Always connect questions back to a ________________.

Technicians can train on understanding ________________ to help them identify and communicate with different kinds of customers.

As mentioned in this video, a technician can help the customer have a Wow Experience by sending a personalized ________________ after a service call.

True or False. The customer’s experience with the technician has a direct impact on how the customer perceives the company brand.