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They get clever or smart, this is a mistake many make. You don't know the IQ of the person you are speaking too, you don't know how long they have been in the business. Even if you find that the toaster does not work because they have not plugged it in, don't gloat !! Just say Thank you for calling, I am happy we managed to get to the heart of the problem, should you require further assistance sir, my name is XXXXX and I will be happy to take your call'.
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