Over the years, I've realized that providers are great actors, or at least the good ones are. I've arrived using slightly different personas, and they size me up and play the appropriate role. If I'm happy and talkative, they are, too. If I'm quiet, they play the quiet, helpful role. If I speak like an English teacher, they put on their best lady role, but if i speak coarsely, they do too.
Is this just something that comes naturally, or do providers give thought to this? Either way, it's very effective in building rapport with customers.
(Of course, this doesn't much apply to AMPs, where conversation is often difficult, but they try, anyway.)
I'm curious what providers have to say.