Customer Service Etiquette (De-escalation & Tone)
Main point: Great customer service etiquette is mostly about tone, word choice, and composure, not just being “polite.” Tone control: Manage volume, pace, pitch, warmth, and energy so the same words land as helpful instead of cold or defensive. Positive wording: Swap “I can’t” for “Here’s what I can do,” take ownership, set clear expectations, … Read more