Have you ever thought about who you're talking to on the other end of the phone when you call a  major business to make a reservation, file a complaint, or ask a question? Most of the time, conversations are smooth sailing, and you're off the phone before you know it with a positive result. For instance, not too long ago, I had to call ThinkGeek about an order I totally screwed up.  The person on the other end of the phone was extremely polite and  knowledgeable, and we got things figured out and on the right track. There have been…
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