Using positive language saves time and impacts the customer. During the transaction I did not encounter any positive language from the beginning. The first repeat wasn't that thorough or even polite. These types of conversations have a negative impact. TIME MANAGEMENT SKILLS: Staff members should not give a long speech on a topic as customers do not want to waste time listening to irrelevant information. I listened to a speech about how policies work that was so irrelevant. The “customer is the boss” strategy should be followed to provide quality service. (BUS 509: QUALITY CUSTOMER SERVICE MANAGEMENT, 2015) PRODUCT/SERVICE KNOWLEDGE: Skills are required because if a representative does not have adequate knowledge of the product or service or even the policies to be followed at certain times, then he/she may get into serious trouble. The senior representative gave me the refund when I asked for it. Then he looked and then agreed but didn't give me any options and convinced himself to make another purchase. It was a real waste of time. THE DIFFERENCE MADE BY BAD