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When you are talking to someone in person, body language makes up a
large part (some would say more than half) of your message. But as
soon as you pick up the phone, body language becomes irrelevant. The
success of your interactions depends almost entirely on your tone of
voice and your choice of words. Getting these things right isn’t easy, but
with a little practice anyone can learn how to provide excellent
customer service over the phone.
Every great business is built on friendship.
J.C. Penney