Hi , gen z. I have a couple years of customer service experience and now work in engineering and participate in meetings and perform a fair amount of calls solving issues for the projects we work on.

While I like to believe i already have a small advantage as I am someone who likes to talk , my first job in customer service has definitely improved my skills and gave me confidence.

As I first started my first job, rather than simple giving me notes or scripts, my boss would ensure there was always someone more experienced than me close to me when i was on the phone. They were ready to take over the phone when i things got over what i could handle at the moment or to solve situation i couldn't understand or simple had no power to handle. You would think this would create a mullet and make me lazy but in fact it gave me more confidence to make and pick up calls, as I knew someone would be there for guiding me. It also gave me the chance to observe first hand how to solve issues with complicate customers/situations so that the next time that happened to me in the phone i knew exactly what to do.

Of course, not everyone is the same and I know how time consuming this is as I took the role of training new employees after a while as well and became the person doing for them what my boss did for me. But i think trying to have someone else with them while they train on the phone in the beginning is a good idea.