So, as far as what skills I would bring, John, first, active listening, determining the reason for the call and whether or not I'm going to be able to help them or if I need to redirect them to another department, for instance, but active listening, probing questions, determining the issue, de-escalation if necessary, sometimes they're calling in stressed or frustrated about a previous issue that wasn't resolved, and upon determining what I can do for them, of course, letting them know that I am going to be able to help them, walk them through the process, paraphrasing back to them what I'm hearing from them, making sure there's no misunderstanding, and after taking care of the issue, of course, closing and branding the call, making sure there isn't anything else I can help them with on the same call.