Kalvin
I've used phone support recently and it went very well. But I have noticed some posters who use TFF (the deaf system) who may need support no matter what their category.
EBays is a wonderful opportunity for those who cannot work outside the home easily. But those handicapped sellers (and buyers) may need a little more help from time to time.
I've used TFF with a customer in another worklife. If you have CS Reps working with it, make sure they have more patience than Job. Every sentence needs several minutes to complete.