Using positive language saves time and affects the customer. During the transaction, I found no positive language from the beginning. The first representative wasn't that thorough, nor polite either. This type of conversation has a very negative impact. TIME MANAGEMENT SKILLS: Staff members are not expected to give a long speech on a topic because customers do not want to waste their time listening to irrelevant information. I listened to a speech about how politics works that was so irrelevant. The “customer is the boss” strategy must be followed to provide quality service. (BUS 509: MANAGE QUALITY CUSTOMER SERVICE, 2015) PRODUCT/SERVICE KNOWLEDGE: this is an essential skill because if a representative does not have good knowledge of the product or service or even the policies to follow at certain times , then he/she can get into real trouble. The main representative refunded me when I asked. He then looked then agreed but gave me no options and convinced me to make another purchase. It was such a waste of time. DIFFERENCE MADE BY BAD