Since the inception of business, customer service has fallen into three categories: passive, average and proactive.

Do you find your groups aren't filling as quickly as they used to? Are you interested in adding younger clientele to your groups?

While there are some obvious things you should avoid saying while at work, there are a few less-apparent terms and phrases that could hinder you from excelling in the workplace or advancing your business.

When taking on the task of revamping your résumé, you're likely thinking of quantifiable hard skills you could add to show potential employers you're well-rounded and qualified.

I first came across this idea in the book Moments of Truth by Jan Carlzon, which I consider one of the most important books written on customer service.