10 Quick Customer Service Reminders
by Nancy Friedman, the Telephone Doctor Doing the little things right is a key component to building a culture of...
Call Center Training
Customer Loyalty Training Package
This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service...
9 Ways to Gain the Competitive Service Edge
By Nancy Friedman, The Telephone Doctor Tight economy! Reduced staff! Demanding customers! “These days it’s extra challenging to satisfy and...
6 Ways To Improve Listening Skills
by Nancy Friedman, the Telephone Doctor Do you know what the number one skill in sales and service is? I...
Killer Words of Customer Service
by Nancy Friedman, the Telephone Doctor Are You Driving Your Customers Away? A recent Telephone Doctor survey revealed these common...
Customer Service Using Email & Chat
by Nancy Friedman, the Telephone Doctor Yes, our Telephone Doctor customer service and communication training covers this as well. This...
Customer Service Challenges: Working at a Call Center
Identify and Discuss Common Customer Service Challenges Perfect for ALL customer contact employees. Eight wrong-way vignettes put your class in...
Customer Service Challenges: MORE Call Center Difficulties
Eight More Common Customer Service Challenges Eight MORE wrong way vignettes put your class in charge of determining what went...
Behavior-based Interviewing
A Question of Evidence: The Behavior-Based Interview It’s a fact. Some candidates shine at the interview but don’t work out...
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!