Gary recommends that CSRs choose words and phrases that create positive ___________.

The phrase “we are sending one of our champion technicians” adds extra _________ in the eyes of the customer.

True or False: Being polite while under pressure and under stress is an easy thing for a CSR to do.

A great practice for a CSR is to acknowledge that the customer has __________ and to thank them for calling you.

When showing appreciation for a client’s business, it is extremely important for them to feel that that is __________.