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 … ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. You’ll never successfully calm an upset customer without ...

What's true in the musical “Annie" is true in every real-life customer service position as well: You’re never fully dressed without a smile.