Let our advice remove some of the confusion CSRs often experience attempting to get their attitude in check so they can become a customer service pros with panache. Form many people in the service profession have come to believe that product knowledge is the paramount factor when conducting business. All of us here at The Right Answer believe that having the right attitude is just as important, if not, more so.
Confidence is key.
Although we've said it before, its important enough to be mentioned again. With confidence you're willing to make decisions, helping you maintain control of calls and situations. However, when leading customers, remember to do so with respect. Don't let you confidence be mistaken for conceit. We've all experienced those customers who sometimes ramble on with question after aimless question.