Telephone Doctor, Author at Telephone Doctor

About Telephone Doctor

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Telephone Doctor has contributed 95 entries to our website, so far.

Are You Really Engaged?

By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist. A short, but ongoing course. Are you really...

Tips To Improve Customer Service

If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn...

Memos from the Chairman – Ace Greenberg

Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I...

Shopping Habits of the Millennial Generation

by Jared Grafman The vast majority of music and news businesses failed to adapt with the Millennial generation. As a...

10 Quick Customer Service Reminders

by Nancy Friedman, the Telephone Doctor Doing the little things right is a key component to building a culture of...

9 Ways to Gain the Competitive Service Edge

By Nancy Friedman, The Telephone Doctor Tight economy! Reduced staff! Demanding customers! “These days it’s extra challenging to satisfy and...

8 Tips For Effective Email Communication

By Nancy Friedman, The Telephone Doctor A recent report estimated that over 300 billion emails are sent each day! Spam...

5 Easy Ways To Improve The Customer Experience

By Nancy Friedman, the Telephone Doctor How do you make sure every customer’s visit turns into a fantastic Customer Experience?...

50 Shades of the Customer Service Experience

By Nancy Friedman, The Telephone Doctor Telephone Doctor Customer Service Experience Contest They come in all sizes, shapes, and colors....

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!