Customer service isn't as easy as one may think. Communicating with a customer means adapting to their personality and being prepared to answer and help them regardless of his or her current mood.

As a customer service representative, a highly irate customer called in desiring to cancel her account with the company and return all merchandise with a full refund. She was upset because her monthly payment was automatically deducted from her bank account, and she did not authorize this.
Following protocol, I apologized for the mix-up and asked her to calm down so that I could better assist her. To make a long story short, not only did she not cancel her account and return her items, but I also convinced her to make another purchase and stay with the company.