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?