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Message: <blockquote data-quote="ptp" data-source="post: 1938523" data-attributes="member: 24745">Another quick note along the same lines.Most people assume that when they are put on hold, the person at the other end is not listening.  That may be true some of the time but is definitely not true all of the time.  Particularly when you are in the process of negotiating something, be careful what you say.  A friend of mine used to work for the phone company and worked in the complaints dept.  His job was to turn a complaint into an upsell.  Sometime during the process, he would put the person on hold and listen to what they were saying.  Often times, he would hear them talking to someone else in the room and he could tell from that conversation how he should negotiate with them.Just thought you should know.</blockquote>