CUSTOMER SERVICE, SKILLS FOR SUCCESS, 4e
For example, a person with a strong "D" behavior tendency may want to know the bottom line of using your service/product; an "I" may ask many questions related to options, testing, rebates and similarly detailed technical information; an "R" may want to know who uses your service/product(s) warranties and possibly ask to see the instructions; and an "E" may want to talk about uses, colors and ... ................
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