Resources and Articles

Stay up-to-date with the latest news on customer service strategies and trends.

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 charge of determining what went wrong and how each customer...

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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 subject gets covered a lot; however, we want to reiterate...

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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 sayings to be Killer Words of Customer Service. These Killer...

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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 gave you a hint in the title. Right – listening...

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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 keep customers. It’s even more important than ever because customer...

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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 provider! Get The Works! and equip your organization with the...

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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 service within any organization. While most formal training courses take...

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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 thing that matters is what you DO It’s almost a...

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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 week. Would you like information on Nancy’s Keynotes & Corporate...

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