Tell Em What You CAN Do
One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.”...
Free 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...
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...
Shopping Habits of the Millennial Generation
by Jared Grafman The vast majority of music and news businesses failed to adapt with the Millennial generation. As a...
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...
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...
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...
Service Mentality
The Service Mentality DVD Training Course Why is it that some people seem like ‘naturals’ when it comes to providing...
How to Handle the Irate Customer
How To Handle The Irate Customers DVD Training Course This best selling customer service training program includes a highly effective...
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!