• It may be time to re-think your style for better customer service

• Rising above rudeness 

• Projecting confidence over the phone

• Service News: A monthly roundup ...

• Ask the Experts: How should I handle unexpected background noise?

• Four tips for better cross-selling

• Set goals for the next half of the year

• Build confidence with customers

• Add kindness to your service

• Use email as a phone courtesy tool

• Recovering from errors, oversights, slip-ups, and fails
• Watch your language to reduce stress
• The service recovery paradox
• Ask the Experts: How can I speed up calls with chatty customers?
• The fine art of disengaging
• Make the most of meetings
• Add a small personal touch
• The customer is not always right
• Avoid these killer phrases

• Stop mumbling and more tips for better customer communication

• Spring cleaning your home office

• Service Note: The classic mirror technique

• A monthly roundup...

• How can you tell a customer that they are wrong and still maintain a positive relationship?

• Five ways to show your empathy

• Doodling isn’t so bad after all

• Peel the anger onion

• Stop stepping on sentences

• How positive is your attitude?

• Maintain your energy and enthusiasm throughout the day
• Sharing your energy
• Pop Quiz
• Service News: A monthly roundup ...
• Ask the Experts: How can I get customers to reply in a timely way?
• Are you a hoarder?
• LOL with your friends
• Hope for the best, prepare for the worst

• Lessons in de-escalating difficult calls

• Delivering bad news

• Use reflective language to connect with customers

• Service News: A monthly roundup ...

• Ask the Experts: How can I answer nosy questions without offending the customer?

• First impressions matter

• Add a deadline to messages

• Avoid using in-house jargon with customers

• Getting back to the subject

• The law of attraction: Positive thoughts

• Postpone aggravation with pen and paper

• Serving diverse and multicultural customers
• Negative day, positive attitude
• Say it simply
• Service News: A monthly roundup ...
• Ask the Experts: How can I get past WFH fatigue?
• A quick warm-up technique
• Treat customers like lifetime partners
• When all else fails, have a SODA
• Sharing a customer’s grief