I was able to use my knowledge and empathize with the caller and made the call about that person. The person calmed down and began to trust me and we worked through to resolution. Now when the caller calls back I was always get a "Oh I am glad I got you!"
1. technical skills, someone who understands what you are saying 2. politeness 3. soft skills, "small talk" being able to make a conversation while solving your problems.(this was a HUUUGE Deal in the interview)