True it's not hard to me anyway. For others it is for some reaso.

Most customer service reps don't or are incapable of listening. Can't blame them though as call center jobs are soul crushing. Most burn out within 3 months, in my experience.

In a past life, I told my trainees the most important part of your body is your ear, not your mouth. Listening to customers and acknowledging their problems will defuse 80% of angry phone calls you will get and you will be able to keep your sanity. People want to be in and out fixing their problem, so using your ear is the most important thing, I told them. Another thing that goes a long way is not acting like a robot and reading the script provided line for line. Corporate policy dictates this though, but if companies allowed their customer service reps to show a little personality and fix the clients problems faster without going though the motions the client would appreciate it and wouldn't dread calling the help line.