By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service My entire career has been focused on developing ways to help...
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An all new training series dealing with corporate email etiquette is now available on ServiceSkills.com. Topics range from subject lines,...
Originally published August 2012 in http://www.forbes.com After spending one year of research into every aspect of the Apple Retail Store for...
By Nancy Friedman, The Telephone Doctor Most business owners know that customers will walk – take their business elsewhere if...
I love to read short blogs sometimes…and I love to write them too. This is one of those short ones;...
By Nancy Friedman, President Telephone Doctor, Customer Service Training. We did a survey a while back at one of my...
By Nancy Friedman, Speaker, Customer Service Expert & Engagement Specialist. Telephone Doctor Customer Service Training A recent email we received...
Looking to build the case for the Return On Investment of customer service, management & communication training at your organization? ...
By Michael Hart Nancy Friedman, the “Telephone Doctor.” Nancy Friedman, the “Telephone Doctor” and a crowd favorite...
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!