Direct customer service is known to be stressful. But there are customer service "tools" (ways of thinking and communicating) that can make this job easier and more rewarding. Upset customers, no matter the cause, have one thing in common: They Want the pain to stop. The problem or need, even if unresolvable, always has another part - customer's anger, agitation, or disappointment. Intervention calls for the skill of empathy. Empathy helps those with whom we interact feel heard. The more deeply…