The same can be said for customer service -- the delivery often determines the reaction. I've written quite a bit in the past about what not to do when speaking to customers.

View all Don't Say It! There are a lot of words that can rob the pleasure from a customer experience. But it's not only the words — it's the delivery, including the tone, and the situation in ...

The five words you can never say to a customer: "Did You Plug It In?" There is a specific moment in service recovery where the language used (and the timing of when you use that language) comes ...

There’s a two-word phrase that tends to drive customer service experts, trainers, speakers, and thought leaders crazy, myself included. The phrase is “no problem": Customer: 'Thank you.' ...

Deeds, not words - facta, non verba. You may have heard this popular phrase as "actions speak louder than words." In the world of communication studies, we call it "nonverbal." It's all the stuff ...

DEAR MISS MANNERS: I work in a customer service role. I often have people thank me, and I know the appropriate response is “You’re welcome.” However, I often have clients express gratitude ...

In Just 3 Words, This $10 Million Entrepreneur Taught a Powerful Lesson in Customer Service. Sweat the small things, ... trust me when I say that the smallest things can and will impress customers.