The only advice that I can offer is allow them to explain completely what their problem is before attempting to help them. Also, avoid becoming frustrated with people who either can't or won't follow what you're saying. However, the best thing that I have found is to actually smile when answering the phone and while attempting to help people, because, believe it or not, people can hear when you're smiling. Though I just looked up and realized that Teddy said the same thing. Hehe... great minds think alike.

__________________
I see your fantasy... you want to make it a reality

Are you in the mood to be subdued

You see these shackles
Baby I’m your slave
I’ll let you whip me if I misbehave

Tie me to the bedpost

I like it rough
cause I'd rather feel pain than nothing at all