Customer intelligence is the process of gathering information; building a historical database, and developing an understanding of current, potential and lapsed customers. 

Relationship  marketing rarely has a positive impact on business. 

Identifying why a customer has lapsed can help a business to make a positive change. 

A good listener plans his or her answer while the speaker is talking. 

The way you use your voice does not significantly impact how a message is received. 

Taking notes during a phone interaction can be helped in becoming more organized as you attempt to address customer concerns. 

Can’t, never, don’t and you have to would not be considered words to use. 

Eye contact can convey sincerity and interest. 

E-mail is replacing face-to-face communication with both internal and external customers.