In my 8 years of working for the business process outsourcing industry, i have been with into various roles and have worked with different types of clients. As Customer Service Officers, we have been tasked ro resolve the issue/concern of our clients the soonest time without sacrificing the quality of the service that we provide.  In order to be a "good" Customer Service Officer, one must be patient in listening and understanding the customer's concern, he must be courteous when responding or interacting, he must know how to empathize, he must be able to see the customer's unstated needs, and must have a sense of urgency.