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    As many of you who know me will know I like to keep things simple rather than overcomplicate or dither on irrelevencies. I attended a session on customer service the other week, now, a lot of it was good common sense, the usual stuff be polite etc. etc. But I felt that the same message was repeated time and time again.

    I always start a customer service session with the words "A gentle answ

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    vercomplicate or dither on irrelevencies. I attended a session on customer service the other week, now, a lot of it was good common sense, the usual stuff be polite etc. etc. But I felt that the same message was repeated time and time again.

    I always start a customer service session with the words "A gentle ans

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    I always start a customer service session with the words "A gentle ans

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    I always start a customer service session with the words "A gentle ans

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    I always start a customer service session with the words "A gentle answer turns away wrath" Of course its not that simple but think about it. If one aggressive state i.e. the customer and another aggressive state i.e a customer services representative collide, add them together and you've got one big aggressive feeling in the room. And whats more they will fuel each other. In many ca

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