In communication with a homeowner, the technician should make everything _____________________.

Dramatizing the issue creates a sense of _____________________ for the homeowner.

True or False. It is always a good idea to tell a homeowner that their repair issue is no big deal.

We become _____________________ to the kinds of problems we see every day even though they are still important to the customer.

Most people have a natural tendency to _____________________ problems.