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Common citations you are likely to already know of include listings on business directory websites such as Yell or Thomson Local. A complete citation should include the name, address and phone number of your business. Local citations do not always include a link to your site although they are more valuable if they do. toto-bus.com Be reliably reachable. Don't keep them on hold too long. And when they do connect with your support team, make sure the help they get is thorough, thoughtful, patient, and respectful. Your service reps need to be as composed and professional as possible — no matter how agitated a customer might be