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 ...

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 ...