Anyone who spends a significant amount of time on the phone each day knows the value of speaking with someone who is knowledgeable and respectful.
When your business or organization has an IT issue that involves a vendor (you need a software license, a new laptop for an employee, a quick fix for some equipment, etc.), you might dread that phone call. “Will the person on the other line understand what I need?” you might wonder. “Will they care about getting me the right solution? How much of my day am I going to waste with this?”