If you are relaxed, you will relate to people in an effective and powerful fashion and put your customer at ease.
If you are not relaxed, you might miss the opportunity to make a human connection.
Why does that matter? Top notch customer service is all about the human connection.
Try this: When you answer the phone, place a hand on your shoulder. If you feel your shoulder rise (perhaps due to the caller’s tone, words or question), this means you are getting tense. Take a moment to relax. Breathe and re- mind your awesome-self that you can do it!
The quieter you become, the more you are able to hear.