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Zanie (not her real name) was 19 years old when I interviewed her for a customer service position. The most refreshing thing about Zanie was how measured and tactical she appeared during the interview. My boss and I were immediately impressed by her readiness, eye contact, and directness.

Honestly, we were wowed before the interview even began because of how well Zanie communicated over the phone. Her phone manners convinced HR to send her over to us immediately.

“She is everything described in the job post,” the HR rep told us.

Zanie’s performance became,

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