Gary recommends that a CSR try to avoid the word “__________.”

True or False: The word “actually” often gives the client the negative connotation that you know more than they do.

The anxiety that a client feels when asked to be placed on hold is due to the probability that they will get _________.

A CSR should not have to ask the client to repeat their __________ after it is given.

True or False: Gary recommends to never ask permission of a customer to make a return phone call.