So good customer service is a massive part of it,the rest is simply learning the process's and concentrating when in the office in the AM,getting it right then so you can have a smooth walk.I can see why some people struggle to be sympathetic to customers when some of them really are damn rude,but i find that the best thing to do when a customer is being rude is to give them your best smile and say whatever you think they want to hear you say,even if you think they are full of crap.99% of the time it works wonders..you can walk away knowing you fooled them basically but at least they will not be as angry and are less likely to complain.
Other thing i do is keep my head down at the office and do not get too involved in any rumors etc.I come in on time,sometimes finish 20-30 mins early but never get asked to go back out,have said yes once to overtime and no once,i have 2 kids so i always have a good excuse should i feel i need one
I love the job so far though,if you have the right approach it really is a great job,i have had alot over the years and this one is my favourite.