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Introduction
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Within any service environment, the emphasis is on speed and efficiency.
The customer has a request or a problem that they want to have dealt with quickly.
The operator may have a queue of callers building up that may be measured against the number of callers they can process in a given day.
The temptation is for them to rush the call – making assumptions or jumping to conclusions. But time spent early on in the call can pay dividends and save time later.