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Resources and Articles

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

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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 four point plan for calming irate customers and maximizing their...
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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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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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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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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 raise customer satisfaction levels, lower employee stress and improve bottom line...
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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.” These words close the door on the customer’s request as...
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