First of all, the ability to listen to a customer is the most important critical skill because we need to listen to them to find out the problem. Give the customer your attention and even repeat something they said to let them know you are listening. Plus, the customer won't become irritable if you actually listen to them. Secondly, using appropriate language, such as enunciating your words correctly, as it is important that your client understands every word you say. A customer service representative should never use slang. Direct your language toward the customer and don't use difficult words that your customer doesn't understand. Put yourself on their level. Third, volume and tone are very important in serving your customer. You must have higher volume than your customer in order to gain and maintain call control. Make sure you use a pleasant, friendly voice when speaking with your customers. Using a monotone voice will give the customer the impression that you are disconnected and not interested in helping resolve the problem. Fourth, there is flexibility, which will include accommodating a customer who may need an extension on a payment. Many customer service agents will need to obtain permission to extend payment and loan renewal dates. Therefore, ask permission to