Proactive Customer Service
Everyone aims to deliver proactive customer service. Whether you refer to it as cross-selling, up-selling, suggestive selling, or – as...
Call Center Training
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...
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...
Back To Basics
By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service My entire career has been focused on developing ways to help...
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...
Thank you FSAC
Nancy Friedman delivered an inspiring customer service keynote presentation to the Funeral Service Association of Canada in St. John’s, Newfoundland this...
Effective Communication Skills
STOP TELLING CUSTOMERS HOW GREAT YOU ARE…..AND START SHOWING THEM! If you’re in the business of satisfying customers, the only...
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!