Poor vs Great Customer Service - Telco Troubleshooting

Here are two calls showing an okay (passable) vs an exceptional customer service.This involves two Telco troubleshooting mock call involving two agents handling the same customer with the same issue. Text version of this video: https://kwestyon.com/telco-account-bad-vs-great-customer-service-script/ 00:00 Intro 00:10 Meh Customer Service 03:10 Exceptional Service 09:22 Comparison 09:42 Acknowledgement 10:56 Humor 11:36 Rapport building 12:53 Tone of voice 15:00 Suggestions?