well being a customer service agent require a lots of tools and facilities to handle customers ,is not just taking the call, and process and order , or do what the customer says ,
you also need to listen to the customer right from the begining of the cal,l is when you start paying atention to the call, and customer at the same time, listen to customer voice to be proactive, when your turn comes to assist customer , listen to their problems and when you get an opportunity, handle the customer issue solve their problem, and engage with the customer, they love when they have someone who listen to them ,and handle their issue a the same time, beside remenber their are humans too, they have problems, and most of the time they talk to you becouse they need someone to tell their problems , and thats when you as an agent take care of their concern .and at the end they give you a 100 score for the service you provide them . must of the time they dont espect to be treated with such a great service .so they end the phone call being happy..