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  • eLearning
    • ServiceSkills eLearning Platform
    • Learning Management System Courses
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About david.friedman

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david.friedman has contributed 32 entries to our website, so far.

1

The Service Mentality

Jan 18, 2016

A Mindset for Serving Customers Skills and techniques are important in providing excellent service to customers, but they aren’t the only keys to success. Leading organizations have identified seven traits they see in their highest performing service providers. We call the seven traits The Service Mentality. These characteristics create a mindset for serving customers. Let’s […]

2

Training ROI

Jan 4, 2016

Training and the infinite return on investment by Seth Godin (distributed with permission) Training pays. Sometimes, it’s easy to underestimate just how much it pays. Consider an employee who is going to work 2000 hours for you this year. It’s not unusual for an organization to spend only 10 or 20 hours training this person–which means about […]

3

How To Be A Terrible Team Member

Nov 12, 2015

  New Training Series Available on ServiceSkills Learning Platform! Hi Friends, We’re releasing an all new online training series titled, “How To Be A Terrible Team Member.” “How To Be A Terrible Team Member” explores nine common dysfunctional workplace behaviors which are sure to frustrate and annoy coworkers. We utilized an unscripted improv group to […]

4

Tell Em What You CAN Do

Aug 25, 2015

One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.” These words close the door on the customer’s request as quickly as does its close cousin  — “That’s our policy.” Everyone has heard the “We can’t” phrase before, and we’ve heard it used in situations […]

5

Email Apocalypse or the “Reply-to-all” click

Aug 14, 2015

Everyone has had the experience where they meant to send a private response to someone in a group email, but accidentally hit “reply-to-all.” If we were lucky, it was a limited mistake and only a minor annoyance. If we were less fortunate, it might have been the type of mistake that was extremely embarrassing. We’ve […]

6

Customer Service vs. Common Sense?

Jun 24, 2015

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training We’ve all heard the saying: “Hey, customer service is just plain old common sense.” But then we all know, too, common sense is NOT that common.  Decided to make a quick list of a few common sense things that aren’t so common. […]

7

Free Customer Service eBook

Jun 1, 2015

Dealing with customers requires a specific mentality and skill set.  Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line results.  This complimentary eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service. >>> Request eBook   Topics […]

8

Team Building, Conflict Resolution & Mentoring

May 27, 2015

Workplace communication challenges can lead to stress and dysfunction in the office.  Knowing how to navigate such issues is critical. What To Say When DVD Training Series.  Human Resource expert Hugh Murray shares the tactics and logic needed to navigate a wide variety of workplace relationship dilemmas. This four DVD series include 30 just-in-time learning […]

9

ServiceSkills.com: Soft Skills Training For Bottom Line Results

May 27, 2015

  ServiceSkills.com is an affordable and effective online learning platform which empowers your staff with the human relationship skills needed to raise service levels, improve teamwork & manage more effectively. This powerful web-based learning system empowers your team with access to over one hundred skill-driven communication training modules spread across 13 distinct training series. Topics […]

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Give your team the tools to master these communication concepts:

  • 4 steps to handle & defuse angry, upset and irate customers
  • Recognize & capture cross-selling opportunities
  • How to compose an effective customer service email
  • Business communication for phone, email, face-to-face & chat
  • How the power of attitude helps resolve challenging situations
  • Essential office etiquette & workplace manners strategies
  • Effectively managing differences between the generations
  • Replacing Five Forbidden Phrases® w/ Positive Alternatives
  • Best practices for email subject lines and address fields
  • Handling ethical dilemmas the moment they appear
  • The six cardinal rules of customer retention and loyalty
  • The importance of delivering Business Friendly℠ service
  • How to respect & communicate effectively with co-workers
  • Contrasts between passive, average & proactive service
  • 6 ways to improve listening skills and deliver better service
  • The personal philosophies of six service superstars
  • How service after the sale builds customers for life
  • When to use open-ended, closed-ended, probing & echo questions
  • Deploying the Power of You during interviews & appraisals
  • Why bringing an ‘observable level of enthusiasm’ is so important
  • The distinction between features and benefits
  • To be truly sensitive and empathetic to customer needs
  • Management skills to better lead, coach and mentor others
  • How to conduct more effective & engaging meetings
  • Avoiding weak, wimpy words in business communication
  • The relationship between internal & external customer service
  • plus hundreds more skills, strategies & techniques!
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