Quoth Sofar
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There's a disturbing trend where I work to ask customers, "Thank you, Mr. Smith. May I call you James?" I'm not going to do that... not now, not ever. That changes the dynamic from, "Hello, I'm theoretically a cable professional here to solve your problem," to "Hi! I'm Timmy, your cable pal! Will you be my friend?"
Actually, I would do it... but only if the company let me answer the phone in my Barney voice.
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