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Customer service staff have to communicate daily in different situations both verbally and non-verbally, by means of personal discussions, telephone calls, e-mails. It is often said the first impression is decisive and that is why good communication skills are considered the essential condition of success of customer service staff. If the customer service staff are not able to communicate correctly, the probability of their failure increases. Explicitness, briefness, precision, completeness and politeness can be c...