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Good English customer service involves more than just friendliness; it requires using the right words and expressions to convey empathy and a willingness to assist customers. This video tutorial focuses on key English expressions that can enhance customer interactions, particularly in showing empathy, positivity, and collaboration. The discussion includes apologetic expressions, which are typically used when addressing customer dissatisfaction, even if the service representative is not personally at fault. The aim is to effectively resolve customer issues and improve overall service communication.