Customer service professionals who excel at building rapport with their customers are masters at finding something they have in common with each person they serve.

Customer service emails are frequently misunderstood, misconstrued, or simply miss the mark. Here's a simple checklist you can use to review your own emails before sending.

Try to use the word "we" instead of "they" when discussing your company with a customer.

Have you ever heard a customer service rep say, "I'm sorry", but you felt she wasn't sorry at all? 

When I was in high school I worked as a retail sales associate in a clothing store. This experience taught me the importance of making the first move when helping customers.

There are times when we all get busy, but each customer deserves our full focus and attention. "Busy" is never a valid excuse for poor service.