Features vs Benefits
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...
Learn More Resources and Articles
Stay up-to-date with the latest news on customer service strategies and trends.
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 hint in the title. Listening skills. Doesn’t everyone know how...
Learn More 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: “Hey, customer service is just plain old common sense.” But then we...
Learn 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 doesn’t take long before the gloomy team member infects others...
Learn More 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 accidentally hit “reply-to-all.” If we were lucky, it was a...
Learn More Is the Customer Always Right?
“The customer is always right” is an instructive saying that directs those dealing with the public to make customer satisfaction one of their highest priorities. This can be difficult when a...
Learn More Proactive Customer Service
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...
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