One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.”...
Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will...
by Nancy Friedman Do you know what the number one skill in sales and service is? I gave you a...
by Nancy Friedman If you spend time in a customer facing position there’s a high probability you’ll encounter customers who...
By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service My entire career has been focused on developing ways to help...
By Nancy Friedman, The Telephone Doctor Most business owners know that customers will walk – take their business elsewhere if...
If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn...
Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I...
by Jared Grafman The vast majority of music and news businesses failed to adapt with the Millennial generation. As a...
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!