Less is More?
Can less be more? I think so. I have noticed recently in my communication with customer service representatives that they are much better at talking less. Waiting until I have completed what I am saying and even when I interrupt (yes, I do that sometimes) them, they will wait until I have completed my rant. This is a very good tactic for customer service teams to use as it allows the customer to get everything off of their chest as well as keeps the “tone” of the conversation as low as possible. Not allowing the conversation to escalate to anything above a normal tone is very helpful and will keep the customer’s heart rate in check. 
So, if you can keep your customer service staff from interrupting your customers and get them to listen to everything your customer says, before responding, the customer experience should vastly improve.