CS is being nice to clients and resolving, not being a mechanech. It is understood when they are upset at the company, they call the company, and you represent the company, so being yelled at is a part of the package. Your job is to be pleasant, LISTEN, apologize for the issue and calmly try to help. If being nice is too much for you, if you take it personal, if you feel you DO NOT represent the company, the job is not for you.
CS is restoring client trust in company – How would you do it? certainly not by a chinuch approach…