You don’t make it far in the answering service business without learning a few tricks to handle and calm angry callers. It’s a fact of customer service – some of your customers will be unhappy with your company and some will be downright irate. If you’ve ever answered the phone for a business before, you know that anger can be

Word choice and vocabulary are supremely important in customer service. Use words that are too large and uncommon and you risk alienating your customers; use words that are over-used and played out, and you risk looking unprofessional or unqualified to help. Instead of struggling through conversations with customers and keeping a thesaurus close by, try these word substitutions that make

Not all words are equal. Some words carry more weight than others and deeply effect those who hear them. Some words have the power to turn customer service interactions into pleasant, productive ventures, no matter how divisive or emotional the topic of discussion.