Every day, your customer service team faces emotional customers, long handle times, and stressful escalations. One frustrated caller can disrupt not only the customer experience, but also the emotional state of your employees for the rest of the day.

As leaders, we want our teams to stay calm, take...

• "How do you pronounce your name?"
• "Can you spell your name for me?" (Sometimes, the spelling can help you correctly pronounce the person's name.)
• "I apologize if I mispronounced your name--could you please help me understand how to pronounce it correctly?"
• "I want to make sure I address you cor...

The language we use can make or break a customer experience. Customer service phrases are more than just words; they are the building blocks of a great customer service experience. In this article, I will discuss the key elements of effective customer service verbiage and share some winning phrases ...