This is why receptionists must never use the word "unfortunately"

https://www.dictionaryscoop.com/article/This-is-why-receptionists-must-never-use-the-word-unfortunately There's a reason why a handful of phrases keep coming at us from public-facing workers across many industries. Decades and decades of trial and error have taught brands which words put customers at ease, which expressions to reach for, and which to avoid at all costs — like "unfortunately" or "I don’t know that." Let's explore 10 of the vocabulary tools used by waiters, hosts, receptionists, and customer service reps, and the real reasoning behind each one.