Rule number one in customer service on the phone: smile. Customer can hear you smiling or if you are not smiling. Also you must remember to use polite little words such as “please” and “thank you”. Those are extremely important. You have to remember to use polite phrases, for example “Could you tell me your name, please?” instead of saying “What´s your name?” “Could you…”, “May I…” are fast way to sound polite when other person can’t see you.