CSR (Customer Service Representative) Question:
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Why should you have an ability to "Read" customers?

Answer:

You will not always be able to see customers face-to-face, and in many instances (nowadays) you will not even hear a customer's voice.
That does not exempt you from understanding some basic principles of behavioral psychology and being able to "read" the customer's current emotional state.
This is an important part of the personalization process as well, because it takes knowing your customers to create a personal experience for them.

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