• Choose your words carefully when working with angry customers
• Try personal scripting
• Service News: A monthly roundup . . . 
• How should I handle rude or insulting customers?
• Good news 
• Transfer if you must, but always explain why
• Take a brain break 
• Watch your temper in email
• We’ve always done it that way

• What to say when you can’t say “yes”
• Managing time and priorities
• The benefits of escalation
• Service News: A monthly roundup . . . 
• How can I add interest to my voice?
• Good news
• Responding to a customer’s grief 
• Give the caller adjustment time
• Just don’t say it! 
• Can you hear me now?

• Take a quick time-out to better serve customers
• On the other hand, fill lengthy pauses
• Time for a New Year desk refresh
• Service News: A monthly roundup . . . 
• Ask the Experts: Favorite phrases for customer service
• Good news 
• Who do you thank?
• Treat each call as the start of a relationship 
• Don’t sit on bad news 
• Keep negative talk out of the service center

• Help customers stay focused and on track
• Stop sitting and start moving
• Post a sign to direct customers
• Service News: A monthly roundup . . . 
• Ask the Experts: Cross-selling and upselling in customer service
• Good news
• Avoid negative language 
• A two-part technique to head off problems
• It’s all in the voice

• Common customer service myths debunked
• Staying sharp during the holiday season
• True, not true
• Service News: A monthly roundup . . . 
• Ask the Experts: Why all the fuss about proactive service?
• Good news...
• Getting right to the point with voice messages 
• Staying focused on the customer
• Keeping on track and on schedule

• To become a great communicator, break down these common barriers
• Focus takes practice 
• Service News: A monthly roundup . . . 
• Ask the Experts: What do you say when a customer wants you to do something the wrong way?
• Good news . . .
• Try the Five Question technique 
• Don’t trigger customers 
• Avoid the awkwardly long hug