First and foremost, the ability to listen to a customer is the most important critical skill, because we need to listen to find out the problem. Turn your attention to the customer and even repeat something they said to let them know you're listening. Also, the customer will not become irritable if you listen to him sincerely. Secondly, the use of correct language, such as pronouncing words correctly, because it is important that the customer understands every single word you say. A customer service representative should never use slang. Adapt your language to the customer and don't use difficult words that your customer doesn't understand. Get on their level. Third, volume and tone are very important to serve the customer. You must have higher volume than your customer to gain and maintain call control. Make sure you use a pleasant, friendly voice when speaking to your customers. If you were to use a monotone voice the customer would feel disconnected and not interested in helping solve the problem. Fourth, flexibility, which will include the ability to accommodate a customer who may need an extension on a payment. Many customer service agents will need to get approval to extend payment dates and renew your loan, so ask permission