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 ...

Author Mac Anderson gives us a list of important words for customer service. The list is an illuminating reminder of how uncomplicated it is to make customers feel loved. Famous author and ...

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 ...

Are you getting four-letter words from customers ... expert with more than 30 years of service industry experience — believes those types of customer responses are red flags when it comes ...

As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints. More and more ...

And, as it turns out, we do a lot more communicating without words than we do with them. In the world of customer service, the nonverbal is everything. Think about the cashier who smiles at you ...