Resources and Articles

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

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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Download Our Customer Service eBook

Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line...

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ROI From Customer Service Training

by Jared Grafman Investing in customer service training is one of the best ways to increase customer retention. And, loyal customers generate more revenue than new shoppers. That’s what recent...

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Customer Service in the 21st Century

by Pamela Walters Every company gets excited about “making the sale.” A lot of time and expertise go into identifying prospects, assessing needs, pitching ideas and influencing outcomes. Companies celebrate when...

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Memos from the Chairman – Ace Greenberg

Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I was curious as to why he would do that –...

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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 disgruntled customers into satisfied clients. For instance, one forbidden response...

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Are You Really Engaged?

By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist. A short, but ongoing course. Are you really engaged? Do you and your staff really know how to...

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Could They be a Customer?

I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long. It’s about strangers....

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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 they’re not treated as they’d like to be. But how...

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