I am always passionate in everything I do. For years that I've been working as a customer service associate, I learn a lot of things. Dealing with different cultures hence understanding where they come from makes me more an effective representative. When I was a chat support agent in Amazon.com account, I may not be able to hear what the customer say, but when you acknowledge them appropriately, they know that you are "Listening" to them. Handling calls are always tough, you got to hear customers screaming, some are arguing, mostly blunt thus blaming all the errors on you. Just remembering, After each call, is always a new call. I will smile when taking calls, they may not see me, but they will feel it. Give them the best service you could offer, it's just like taking care of a sick person, how much grumpy they would be, still you're giving all your best to make it better for them.