Always remember the customer is an individual. Just like you. Each person you speak to has...

Michael Stone: Always remember the customer is an individual. Just like you. Each person you speak to has had a day. Some of the days have been good, some bad, but they've all had one. Each person you speak to has had a childhood. Each has a body. Each body has aches. What is it to be human? What is it to ache? What is it to be alive? [scoffs] Michael Stone: I don't know. What is it to ache? I don't know. What is it to be alive? I don't know... Uh, yes. "How do I talk to a customer?" How do I talk to a customer? These are the important questions for a customer service representative. What do I say? Do I smile while I'm on the phone? Well, they can tell, if you're smiling, even if they can't see you. Did you know that? Try it as an experiment on the phone with a friend. Try it. Go ahead. Watch. [turns around] Michael Stone: I'm lost. [chuckles and turns back around] Michael Stone: See I was smiling when I said that? I've lost my love. She's an unmoored ship and she's drifting off to sea. I have no one to talk to. I have no one to talk to. I have no one to talk to. I'm sorry. I don't mean to burden you with that, I just don't know what else to do because I have no one to talk to... Be friendly to the customer. Think of the customer as a friend... [sighs]