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  • Home
  • eLearning
    • ServiceSkills eLearning Platform
    • Learning Management System Courses
  • DVD Training
    • Telephone Doctor Customer Service Series
  • Keynotes / Workshops
    • Keynote Presentations
    • On-Site Workshops
  • Blog
  • About
  • Contact Us
1

Tell Em What You CAN Do

Aug 25, 2015

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 quickly as does its close cousin  — “That’s our policy.” Everyone has heard the “We can’t” phrase before, and we’ve heard it used in situations […]

2

Free Customer Service eBook

Jun 1, 2015

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 results.  This complimentary eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service. >>> Request eBook   Topics […]

3

6 Ways To Improve Listening Skills

May 21, 2015

by Nancy Friedman Do you know what the number one skill in sales and service is? I gave you a hint in the title. Listening skills. Doesn’t everyone know how to LISTEN? Sort of. Most of us ‘hear’ just fine but truly listening requires more effort? Are there any methods, tricks, ideas, tips or techniques […]

4

Shopping Habits of the Millennial Generation

Jul 2, 2014

by Jared Grafman The vast majority of music and news businesses failed to adapt with the Millennial generation. As a result, the two industries are still, today, rebuilding essentially from scratch. Why did those businesses fail? What makes Millennials so different from Generation X or Baby Boomers? Not much beyond technology. The internet and mobile […]

5

Thank you FSAC

May 23, 2014

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 Speaking for your next conference or corporate meeting? Customer Service Expert Nancy Friedman is one of America’s most sought after Keynote presenters on the topics of […]

6

Download Our Customer Service eBook

May 23, 2014

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 results. This free eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service. Topics you’ll learn: How […]

7

Effective Communication Skills

May 20, 2014

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 cliche to see and hear organizations advertise to prospective customers about how great their service is. As if somehow, great customer service were just that…bragging […]

8

Service Mentality

Feb 29, 2012

The Service Mentality DVD Training Course Apart from the actual skills and techniques, why is it that some people seem like ‘naturals’ when it comes to providing great service? This program identifies and highlights the basic characteristics and traits of people who demonstrate excellent customer service.  This individual DVD-based course is $495 and includes online access […]

9

How to Handle the Irate Customer

Feb 29, 2012

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 situation. Trainees will first learn that irate calls are nothing personal. The customer is upset at a problem, not at the CSR. This program includes […]

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