"It's much harder to provide a great customer service than I would have ever realised. It's much more art than science in some of these other areas and not just about the facts but about how you are conveying them."

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What a lumbering poor vehicle prose is for the conveying of a great thought! ... Prose wanders around with a lantern & laboriously schedules & verifies the details & particulars of a valley & its frame of crags & peaks, then Poetry comes, & lays bare the whole landscape with a single splendid flash.

— Mark Twain