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  • Home
  • eLearning
    • ServiceSkills eLearning Platform
    • Learning Management System Courses
    • SoftSkillsU – Small Biz eLearning
  • DVD Training
    • Telephone Doctor Customer Service Series
  • Keynotes / Workshops
    • Keynote Presentations
    • On-Site Workshops
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1

Proactive Customer Service

Mar 21, 2019

Everyone aims to deliver proactive customer service. Whether you refer to it as cross-selling, up-selling, suggestive selling, or – as we like to say — “soft question” selling, a basic component of effective customer service is to offer your customers additional choices. Some customer service representatives might fear being perceived as pushy or assuming. No […]

2

Email Apocalypse or the “Reply-to-all” click

Aug 14, 2015

Everyone has had the experience where they meant to send a private response to someone in a group email, but accidentally hit “reply-to-all.” If we were lucky, it was a limited mistake and only a minor annoyance. If we were less fortunate, it might have been the type of mistake that was extremely embarrassing. We’ve […]

3

How to Prevent “Bad Apples” from Spoiling the Team

Jul 17, 2015

Research shows that one “bad apple” – an employee with a negative attitude – can impact your entire team. It doesn’t take long before the gloomy team member infects others with their defeatist behavior. First, we need to understand why anyone would adopt an attitude that seemingly has no professional payoff. The answer is because […]

4

Customer Service vs. Common Sense?

Jun 24, 2015

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training We’ve all heard the saying: “Hey, customer service is just plain old common sense.” But then we all know, too, common sense is NOT that common.  Decided to make a quick list of a few common sense things that aren’t so common. […]

5

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 […]

6

Features vs Benefits

Apr 1, 2015

Every team member should understand the difference between a feature and a benefit. An easy way to remember the distinction is that “features tell and benefits sell.” Let’s look at the definition: Feature: A distinction or noticeable quality Something offered as a special attraction   Benefit: Anything that is helpful or advantageous Something that contributes […]

7

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 […]

8

Are You Really Engaged?

Sep 10, 2014

By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist.   A short, but ongoing course. Are you really engaged? Do you and your staff really know how to engage and interact with the customers? Do they even know what it means.  Seems as though every year there’s a “new” word in Customer Service. […]

9

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 […]

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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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