Conversational, emotional, and multi-generational intelligence are keys to effective customer service. What does it mean to go the extra mile in service? How does this add to a lasting impression and one of trust and care? There are so many factors that affect good communication in service. Why is your smile so important to communication? What are the key phrases that must be avoided in service to establish a sense of care? One must be engaging, empowering, and influencing for effective customer service. Listen to mark discuss these topics and common service situations that exemplify this.