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About david.friedman

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

10

6 Ways To Improve Listening Skills

May 21, 2015

by Nancy Friedman Do you know what the number one skill in sales and service is? I gave you a hint in the title. Listening skills. Doesn’t everyone know how to LISTEN? Sort of. Most of us ‘hear’ just fine but truly listening requires more effort? Are there any methods, tricks, ideas, tips or techniques […]

11

Free White Paper | ROI of Customer Service Training

Jan 30, 2015

ServiceSkills.com Releases New White Paper Educational Resource Addresses The Return On Investment of Communication Skills Training St. Louis, MO – ServiceSkills.com, a leader in web-based communication training, announces the release of a new white paper, “How Improving Communication Skills Increases Bottom Line Results.” This white paper discusses the ways communication impacts business success. Readers learn […]

12

Back To Basics

Jan 6, 2015

By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service My entire career has been focused on developing ways to help companies communicate better with their customers. Each year we run this popular article as a reminder for all. Great customer service is sought by most everyone. Businesses go out of their way to give good […]

13

New! Email Training Series

Jan 6, 2015

An all new training series dealing with corporate email etiquette is now available on ServiceSkills.com.  Topics range from subject lines, address lines, greetings and closing statements, composing messages, message length, emphasis tools, replying to all, best practices and much more. For a no charge demo code to test drive this course, visit ServiceSkills.com. Email Matters℠ […]

14

Apple Reinvents Customer Service in Seven Ways

Dec 12, 2014

Originally published August 2012 in http://www.forbes.com After spending one year of research into every aspect of the Apple Retail Store for my book, The Apple Experience, there’s very little new information that surprises me. However, sometimes people leak information that can teach all of us a lot about running a successful business, communicating brand messages effectively, […]

15

10 Things Your Customers Won’t Tell You

Nov 25, 2014

By Nancy Friedman, The Telephone Doctor Most business owners know that customers will walk – take their business elsewhere if they’re not treated as they’d like to be. But how does a business owner or manager find out what the customer really likes or dislikes? Well, your customers have told us what they may not […]

16

Could They be a Customer?

Nov 19, 2014

I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long. It’s about strangers. And Customers We know we have paid customers We know we have internal customers We know we have potential – future customers We even know […]

17

Customer Service Training ROI White Paper

Oct 16, 2014

Looking to build the case for the Return On Investment of customer service, management & communication training at your organization?  Get the link to our free White Paper: How Improving Communication Skills Increases Bottom Line Results  This nine page white paper details:  the cost of poor communication the common barriers to organizational communication the importance […]

18

Crowd Favorite Telephone Doctor Returns for SEMA Education Days

Oct 14, 2014

By Michael Hart   Nancy Friedman, the “Telephone Doctor.”     Nancy Friedman, the “Telephone Doctor” and a crowd favorite at the SEMA Show, will offer her session, “Have You Asked Your Customer to Marry You? (Are You Really Engaged?),” twice during SEMA Education Days. Friedman spoke with SEMA about what attendees can expect from her sessions.  […]

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  • 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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