Show Vulnerability
If you're met with a wall of business-sounding script from the representative, try to remind them that you're both humans. Use the representative's name when you talk to them. You can even mention what's around your surroundings to give them a brief glimpse into your life.
Now that's two humans talking as opposed to a customer service representative and a person they have to deal with.
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handling a customer service person.
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80/20 principle
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