People who call customer service are often feeling helpless.

That couldn’t be any more true! People are usually at wit's end when they resort to calling customer service. Time and again, they have already done it, and as a seemingly rule of thumb, they haven't had a good experience. It is important to acknowledge that you are there to help them! By simply being genuine, you can make them feel they are being heard. You might even want to use sentences like 'That's a bummer,' or 'That stinks, doesn't it?' or 'Here's what I can do to help you...' when customers vent their frustrations about how long they have been trying to solve their issue. Interacting with your caller in that way shows that you are a person who empathizes with the person on the other side of the line. It is also a good idea to tell them what you will do before putting them on hold. That helps you bond and reassure them that you are listening and that you are there for them.

Reference: UniComCorp, 2021. Photo by rawpixel.com on Freepik