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  • eLearning
    • ServiceSkills eLearning Platform
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About david.friedman

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

19

Customers with Complaints……

Jul 29, 2014

McDonalds Corporation has found that only 5% of customers with complaints contact customer service departments. Compare this to the 45% who speak with an employee immediately, and it becomes clear that front-line employees – in any business – need to learn how to handle customer complaints. In our experience, even the best customer service employees need training […]

20

Customer Service in the 21st Century

Jun 23, 2014

by Pamela Walters Every company gets excited about “making the sale.” A lot of time and expertise go into identifying prospects, assessing needs, pitching ideas and influencing outcomes. Companies celebrate when they close contracts with new customers as well as when they renew existing relationships. They bask in the victory for at least a moment, and […]

21

ROI From Customer Service Training

Jun 4, 2014

by Jared Grafman Investing in customer service training is one of the best ways to increase customer retention. And, loyal customers generate more revenue than new shoppers. That’s what recent research suggests: It’s less expensive to keep a customer than court one, and loyal customers are willing to spend more with businesses, but almost 90 […]

22

How Millennials Will Change the World of Work

May 31, 2014

Corporate America isn’t prepared yet to deal with this generation’s demands as consumers and employees. Thought provoking article in National Journal http://www.nationaljournal.com/next-economy/solutions-bank/how-millennials-will-change-the-world-of-work-20140529 For management training info on this topic, please learn about the “When Generations Clash” module which addresses issues related to Millennials in today’s workplace – in our What To Say When DVD series or […]

23

Telephone Doctor Supports Wounded Warrior Project

May 30, 2014

A donation was made today to one of our favorite causes, The Wounded Warrior Project.   This gift was made in honor of our staff and we invite all customers and partners to consider supporting this worthwhile organization.

24

Build Great Customer Service Into Your Business

May 27, 2014

Try to create a “customer-service culture” of knowledge, communication, purpose and empathy in your business. With exceptional customer service, your profits will increase.  Five tips from Entrepreneur.com. http://www.entrepreneur.com/article/233553# >>>  Would you like our free eBook on Customer Service, Retention & Loyalty?   

25

Communication Skills eLearning

May 27, 2014

How about a free demo code to experience ServiceSkills yourself? ServiceSkills empowers your team with the tools to master these communication concepts: 4 steps to handle & diffuse angry, upset and irate customers Recognize & capture cross-selling opportunities Business communication for phone, email, face-to-face & chat How the power of attitude helps resolve challenging situations Essential […]

26

Management Development Training Courses

May 23, 2014

  Give your supervisors and managers the tools they need to succeed! Many organizations promote managers and supervisors based on strong performance in previous jobs. But too often the skills necessary to operate effectively at the management level don’t come naturally. Succeeding in a leadership position can be complex and tricky. We can help. The […]

27

Thank you FSAC

May 23, 2014

Nancy Friedman delivered an inspiring customer service keynote presentation to the Funeral Service Association of Canada in St. John’s, Newfoundland this week. Would you like information on Nancy’s Keynotes & Corporate Speaking for your next conference or corporate meeting? Customer Service Expert Nancy Friedman is one of America’s most sought after Keynote presenters on the topics of […]

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Request Free Demo Code

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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