Homework?
Polite, helpful, accurate and fast.
I don't wont to be spoken down to, I don't won't to talk to people with no power, that then have to go get a manager and explain everything again. I don't won't people who ramble on about x,y,z unless I ask for clarifications. I also won't to be able to understand them easily and for them to understand me.
I do think that having far less customer service people. But are highly trained, knowledgable and have the pay-packet and power to decide. Would save huge amounts of time and bad press. I think you could say quarter the staff but give the same total pay and still full fill your obligations just as fast and with a far superior service.
When ever I've had CS problems. It requires multiple phone calls to sort out something that should be sorted in 30seconds. Just think how many man hours that mounts upto.