I’d forgotten how difficult it is to talk to complete strangers when they call in with a concern about their services. Most people are world-weary, due to the necessity of having to contact the service company. Some have even been pushed to the limits of their tolerance due to ongoing issues. All just want to know that someone, somewhere has heard their story.

When I was a Samaritan in the UK, the people calling in had real problems, at least they were real problems to them. All they wanted was someone to share them with. I think the jobs are similar when you are in any form of customer care. The key is to really listen to the person on the other end of the line: put yourself in their shoes; walk around in them for the length of the telephone call. Be empathetic. There is nothing worse than being treated as another statistic.

As a CSR, you need to remember that what the customer is saying to you is not personal. Let the cuss words pass, like water off a duck’s back. Hold on to the idea that you can only do what you’re able to do, and let the rest go. And, for goodness sake, smile: it makes such a difference to the conversation; the customer may not be able to see the smile, but they’ll hear it in your tone.