When a customer contacts your organization, they have minimum expectations that the organization will have to meet, for instance: their request is granted, a question is answered and/or a complaint is handled, and the customer service representative is knowledgeable and meets expectations.
In addition to knowledge of services, products, and systems, a customer service employee is therefore expected to be a compassionate communication expert and problem solver. The power of good customer contact lies primarily in collecting the right information with respect to the customer, analyzing it, offering a (possible) solution, and the skill to deal with the possible emotions arising in a conversation. This is precisely why the customer service representative is the face of the organization when it is under pressure. Customer service is the best place to make an impression.