Account resolutions via phone support.
Customers will call in at times annoyed or upset because their account has impacted or interrupted their daily routine.
It's important to be open to listening to the customer's plight. They want to hear affirmation that they are understood and that agents are working towards their behalf.
Here's the first step for middle school students
Be consistent with Math and Grammar studies. It's okay if at times there are errors, just keep trying.
"You make poor choices and keep making mistakes (my father)."