I feel for the OP and for the CS rep. I call in as I cannot do what I want/need to do on-line so I am starting from a place of frustration, so no matter how angry/confused/upset I am, I do realize it has not been caused by the person who picked up on the other end of the line. I am hoping they will help me. So after greeting them and asking about their day I explain my issue(s) and reassure them I know they did not cause it and would appreciate their help in resolving it. Most of the time it goes well. Sometimes people on FT help me when I get a bad/wrong answer.
I truly believe you catch more flies with honey than vinegar and hope I can make soneone's job a little less stressful. CS agents are generally dealing with people with problems which they did not cause. In fairness neither did the pax. :-D