Matt Stores "mattsplains" the unyielding skill of having a customer service voice and how it might not be the best to emply in emergency situations.  Expert Dani Bon, listens, rephrases, and explains the areas where Matt might be mistaken. 

Plus, call center employees as band members. Will you be the oboe player or the lead guitarist?

The dangers of an authoritative voice and the best ways to acknowledge people's concerns.

Being the Mr. Rodgers of the call center and being genuine on the phone.