Question: Call centre agents should not use YOU statements. What is the main reason for this? You statements do not flatter the customer. Customers prefer to

Call centre agents should not use "YOU" statements. What is the main reason for this?
"You" statements do not flatter the customer.
Customers prefer to be addressed by their name.
"You" statements can cause the customer to become defensive.
Call centre agents should not use "YOU"

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