Proactive Customer Service
Everyone aims to deliver proactive customer service. Whether you refer to it as cross-selling, up-selling, suggestive selling, or – as...
Email Apocalypse or the “Reply-to-all” click
Everyone has had the experience where they meant to send a private response to someone in a group email, but...
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...
Customer Service vs. Common Sense?
By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training We’ve all heard the saying:...
6 Ways To Improve Listening Skills
by Nancy Friedman Do you know what the number one skill in sales and service is? I gave you a...
Features vs Benefits
Every team member should understand the difference between a feature and a benefit. An easy way to remember the distinction...
10 Things Your Customers Won’t Tell You
By Nancy Friedman, The Telephone Doctor Most business owners know that customers will walk – take their business elsewhere if...
Are You Really Engaged?
By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist. A short, but ongoing course. Are you really...
Customers with Complaints……
McDonalds Corporation has found that only 5% of customers with complaints contact customer service departments. Compare this to the 45% who speak...
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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!