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1.  “Assembly Line”: “You are a number, apartment 5B, and we are here to process you.” Characteristics: timely, efficient, uniform, insensitive, uninterested 2. “Friendly Zoo”: “We are trying hard, but we don’t know what we’re doing.” Characteristics: friendly, interested, tactful, personable, inconsistent, disorganized, no follow up 3. “Winter”: “We don’t care.” Characteristics: cold, impersonal, aloof, […]