I think being a CSR over the phone is like being a waiter/waitress...every body in the world really can't do it..it takes skill to be good.

I also think the service a CSR gives boils down to experience and likes/dislikes.

If the person answering the phone, was just given attitude and they know how to shake it for the next customer-they will do a good job.

If they were given attitude and the person is still on the phone- and the CSR knows how to let the person vent and not take it personal-they will do a good job.

If they like the job and if they like the company they work for-they will do a good job.

If they know the job, the computer system and know how to handle your request-they will do a good job.

If they get paid enough to take the BS of the company they work for and the S*** they have to put up with-they will do a good job.

If they treat people the way they would like to be treated-they will do a good job.



ETC, ETC, ETC