Great service isn't just a transaction. It's a bond. Don't just solve problems. You can turn a slip-up into a sale. Don't just listen.
Small complaints can generate big improvements.
Learn to anticipate problems. If you listen to people and look for patterns, you can read customers' minds. Every customer call is a judgment call. The deeper your knowledge, the better your judgment. If you really want to help your customers, don't be afraid to ask for help yourself.