I was born and bred to be in customer service.
Seriously, I was. I was hard at work in my grandfather's store at the age of 8, if not earlier. Love it.
One of the tips I learned a long time ago, was that when you answer the phone, you should always do so with a smile, because customers can hear your smile over the phone, and you sound pleasant that way.
I totally do that, and agree that you can definitely hear a person smiling when they're on the phone.
So, I recently realized that I have also been smiling while writing emails to clients. Like, a big stupid grin, every time.
I'm not sure whether that makes me a weirdo, or the best customer experience provider in the WORLD, but that's how I roll.