dehumanized voice of the typical customer service interaction. Break that predictable pattern with the thoughtful use of positive trigger words and you'll change the entire tone of a customer ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. You’ll never successfully calm an upset customer without ...

I have been receiving a number of requests to provide customer-service training lately ... The 10 most important words: "I apologize for our mistake. Let me make it right." When something goes ...