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New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. Their technology examined conversation and silence, ringtones and hold times. New York and California residents talk the most; Oklahoma and Kansas residents talk the least.
Once, when I was talking to a customer service representative, he used the downtime fantastically. He knew I lived in Oklahoma, based on details in my account, and he said…, “Oklahoma! Just as you can use downtime to inform a customer, you could also use the time to up-sell the customer. Make small talk.
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