Make sure to talk over them.
Paraphrase what they are saying
Don't focus on tone, accent, etc.
Ask your customer's permission to place them on hold
Provide your customer with a realistic time frame and a reason for the hold
Thank your customer for holding when you take them off hold.
Answer, Call, Educate
Ask Questions, Communicate, Engage
Always be polite, Communicate, Enunciate
Antoine telling the customer not to worry, and that this happens all the time.
Bob letting the customer know that his computer is extremely slow
Angela informing the customer that the late delivery is due to UPS's error.
Sandra apologizing to the customer for the missing item, and helping to resolve the issue.
Lie to them
Make something up
"Your daughter will be adorable in that!"
"That is one of our most popular items!"
"I recommend this adorable theme to all of my customers!"
"Let me see how we can make this right going forward."
"Would you like a replacement or a credit?"
"I am sorry that your package did not arrive on time. I can definitely understand how frustrating that would be. Let's take a look at our options."
"When is your party?"
Practice, avoid distractions, do not interrupt, do not focus on tone, set aside your ego
Patience, apologize, do not judge, do not jump to conclusions, show empathy
Politeness, articulation, determination, do not hang up, self-reliance
People are dumb dangerous strangers
Miss, Mrs., Mr., Sir, Ma'am
Personal, energetic, polite
Personal, empathetic, positive
Proactive, ego-less, pertinent
Penguins eat perch