The money language pit The “How are you?” ping pong game The Tricky use of humor in customer service. As a customer service consultant and training designer, one thing I help my client companies to do ...

Knowing what language to use—and what language to never use—when interacting with your customers is a key part of delivering world-class customer service. For me, as a customer service consultant, ...

There is one area in particular where my recommendations have evolved over time, and that’s language. Today’s customers prefer what could be called an authentic style of customer service. In other ...