Trust is not a request, Trust is earned.

Take your job seriously, BUT don't take their complaints personally. If you take it personally you'll get upset and lose your edge. If you take it too personally, you'll lose your edge and your job. If you take it seriously -- it's you with them. If you take it personally, it's you against them. What steps can you take to ensure keeping your cool?

Attitude, humor and action (persistence) will whip fears and rejection. Fear of failure doesn't exist, if you believe it doesn't.

If you own the problem, you own the customer. If you lose the problem, you lose the customer. It's that simple.

Satisfied customers are apathetic. Loyal customers will be your advocate.

The best way to apologize is to let the customer vent first. Don't interrupt, just take notes and make empathetic noises. You can even tell the customer that it makes you mad too. Second, ask the customer what their speed of need is. Tell them what they ant to hear. That you apologize, that you understand how they feel, that you are meeting with the appropriate people to get a resolve, and that it will be done in 24-hours.

Your character holds the key to your trustworthiness.