The last thing they hear is the thing they remember most.

The peak-end rule tells us that people judge an experience by its most intense moment — and how it ended. A great close can rescue a difficult call.

Weak close

"OK so… yeah… is there anything else? No? OK bye then."

Strong close

"So just to confirm — your replacement is on its way and you'll get a confirmation email today. Before I let you go, I'd love to get your feedback on a quick survey. Thank you so much for calling — take care!"