CUSTOMER SERVICE, SKILLS FOR SUCCESS, 4e
Like to use formal titles and last names as opposed to first names. They may also stress use of full names or nicknames (e.g., Cynthia instead of Cindy, Robert instead of Bob, Candace instead of Candy, or Charles instead of Chuck). Use cool, brief handshakes, often without a smile. If they do smile, it may appear forced. ................
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