You will need
  • Observation
  • Competence
  • The desire to communicate in a positive way
The rule is to demonstrate to the client its openness, friendliness and confidence in the ability to find the best solution to his problem.

Even if you're on the phone, smile, your opponent will feel it.
Show sincere interest in the interlocutor.

Be careful, try to communicate in their language (please write clear, simple images that use his terminology), do not forget to demonstrate their professional competence.

Refer to the opponent by name-to a patronymic, not allowing himself the familiarity or indefinite treatment.

Let them know that you're on his side and try to help him.
Offer him solutions to his problem, so that the opponent was sure this is the best proposed option.