Almost ____ of consumers are unlikely or very unlikely to return to a business where they experienced poor customer service, even if a trusted friend said the service had improved.

1. 10%
2. 25%
3. 50%
4. 60%

If you've got a set of canned responses or a book of phrases sitting around, this is going to reduce the support agent's ability to __________.

1. prepare for the next customer in line
2. create a profitable business plan
3. answer a customer conversation using critical thinking
4. operate within company policies for success