Articles - Language

The word sorry is etched onto a piece of wood, clipped to a clothes line

21 Customer Service Apology Statements – With Examples

Hand hanging up the phone call closing spiel

The Best Call-Closing Statements – With Examples

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The Top 15 Reassurance Statements for Customer Service

NATO Phonetic Alphabet – Free Download

Lots of question marks on multicolour sheets

Probing Questions to Improve Your Customer Service – With Examples

rapport on chalkboard

28 Effective Ways to Build Rapport With Customers and Clients

Acknowledgement Statements text written on notebook

The Top 10 Acknowledgement Statements for Customer Service and Difficult Situations

Can a regional accent make or break the success of a call centre agent cover

The Impact of Accents

Words bad news surrounded by paper balls

How to Deliver Bad News in Customer Service

Australia in letters in front of flag

Australian Phonetic Alphabet

Use inclusive language symbol. Wooden blocks with words 'Use inclusive language'.

Inclusive Language for Ramadan in the Contact Centre

Hand drawn NLP Natural Language Processing

What Is Natural Language Processing (NLP)?

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

Empathy Statements for Customer Service

AER Statements written over paper speech bubbles - acknowledgment empathy reassurance

Start Using AER Statements

Vision, Business Concept

Getting Started With Customer Service Mantras and Vision Statements

FFF feel felt found technique - words FFF feel felt found on white note

A Quick Guide to the Feel, Felt, Found Approach

Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding

Top 50 Positive Words and Phrases – With Examples

Close up of microphone - voice concept

How to Utilize Tone of Voice in the Contact Centre

Graphic of Good Words to Describe Yourself on a CV

The Top 50 Words to Describe Yourself on Your CV

Apologise for the Inconvenience - Say Sorry

10 Alternative Ways to Say: “Sorry for the Inconvenience Caused”

Clarifying questions add value to customer conversations

15 Clarifying Questions That Add Value to Customer Support Conversations

Pile of colorful painted wooden letters.

Customer Service Vocabulary: The Definitive Guide

A dog in pink wig on yellow background with pink speech balloon

Comedy Phonetic Alphabet – Free Download

Spanish Flag in speech bubble over letters

Spanish Phonetic Alphabet – Free Download