How To Handle The Irate Customer
by Nancy Friedman When you or a team member face a challenging customer complaint, often times, that complaint is more...
How to Prevent “Bad Apples” from Spoiling the Team
Research shows that one “bad apple” – an employee with a negative attitude – can impact your entire team. It...
Dealing With Irate Customers
by Nancy Friedman If your job includes handling unhappy, irate customers, you’ve got your work cut out for you. Team members...
Features vs Benefits
Every team member should understand the difference between a feature and a benefit. An easy way to remember the distinction...
Managing Workplace Conflict
by Nancy Friedman, the Telephone Doctor Unfortunately, conflict between human beings is about as old as life itself. Is there...
ASAP Technique For Diffusing Angry Customers
by Nancy Friedman If you spend time in a customer facing position there’s a high probability you’ll encounter customers who...
Email Training Series Now Available On ServiceSkills.com
With the addition of our new Email Training Series, we’ve just updated the two minute video tour of ServiceSkills.com, our...
7 YUCKY EMAIL PHRASES
By Nancy Friedman, President Telephone Doctor, Customer Service Training. We did a survey a while back at one of my...
How NOT to Answer a Phone Call
By Nancy Friedman, Speaker, Customer Service Expert & Engagement Specialist. Telephone Doctor Customer Service Training A recent email we received...