1. Be Polite

Always say “please” when asking the customer for something; whether it’s an email address, telephone number, or permission to put the customer on hold.
Always say “thank you” every time the customer gives you something you’ve asked for.
When you’re polite customers feel respected and valued, and it shows that you appreciate the time they’ve taken to speak with you.

2. Use Empathy & Understanding

Put yourself in the customer’s shoes. Try and understand where the customer is coming from and thing about how you’d feel if you were experiencing their situation.
Empathy is showing concern for the customer’s situation and feelings without agreeing or disagreeing with what the customer is saying.

3. Use the Customer's Name

Calling customer’s by their own name lets them know you value them and helps make them feel more comfortable. When you personalize the interaction, customer’s feel like they’re talking to a real person, perhaps even a friend.

4. Take Ownership of the Situation & Solution

Customers call because they want their questions answered or their problem resolved.
When you answer the call, you own the situation and are responsible for finding a resolution.

5. Use Positive "Can Do" Language

Always tell the customer what you can do for him, rather than what you can’t do.
Of course there will be time that it’s now in you power to grant a customer’s specific request. But rather than focus on the “negative” – tell the customer that you are committed to helping him by focusing on what you can do.