The article features an interview with Steve Tondé, Support Desk Manager at PayShepherd, a SaaS business specializing in the heavy industry sector. Steve shares his insights on customer service, including what word or phrase should be retired ("We appreciate your business"), and which celebrity would excel in a customer service role (Kevin Hart). He emphasizes the importance of relationship building across all levels and functions within an organization to prioritize collaboration and drive overall business success. Steve also highlights the value of asking questions to uncover the root cause of issues and prevent similar problems from arising in the future, ultimately enhancing the overall customer experience.