• Open-ended versus closed-ended questions
• Summer wellness
• Improve clarity for improved service
• Pop quiz
• Ask the experts: How to recover from errors and slip-ups
• Try a calming breath
• "Take one for the team" and other metaphors
• The service recovery paradox

• Never hesitate to offer a sincere apology
• Pack a better lunch
• Respect goes a long way in customer service
• Service News: A monthly roundup . . . 
• I struggle to add a “personal touch” to calls
• Keep political talk low-key 
• How do you define customer service?
• Communicate with empathy
• Start with yes 

• Does mirroring really work?
• Mirroring works in writing too 
• Prepare your voice
• Three lessons for making a great first impression 
• Service News: A monthly roundup . . . 
• Customers don’t respect our time
• Use email as a phone courtesy tool
• ‘Play customer’ to build empathy 
• Consider your Uncle Bob 

• 6 Things customers love to hear 
• Spring wellness
• What customers’ hear vs. what you say
• Service News: A monthly roundup . . . 
• When customers want to go over your head
• Keep your language simple
• Use a calming breath to focus 
• Smile
• Stop the talkative customer in their tracks 

• Try ‘fogging’ to de-escalate calls
• Reclaim your commute
• Please don’t tell me what to do 
• Service News: A monthly roundup . . . 
• Take it professionally, not personally
• A problem, large or small, is still a problem 
• Do’s and don’ts when customers vent
• What happens to an angry customer

• The value of emphasis
• New year: New goals
• An email is not a text
• Service News: A monthly roundup . . .
• The value of good posture
• Give customers a verbal receipt 
• It’s customer logic
• Do’s and don’ts of hold