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...
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...
Superior Customer Service Pays off for this Auto Dealer
For our Car Dealer and Retail Clients: Suggested reading from AutoNews.com – http://www.autonews.com/article/20140512/RETAIL07/305129963/matick-chevrolet-says-hello-to-customers-hello-to-sales# Explore our web-based customer service learning portal...
9 Ways to Gain the Competitive Service Edge
By Nancy Friedman, The Telephone Doctor Tight economy! Reduced staff! Demanding customers! “These days it’s extra challenging to satisfy and...
It Couldn’t Be Done
by Edgar Guest Somebody said that it couldn’t be doneBut he with a chuckle repliedThat “maybe it couldn’t,” but he...
The 3 Biggest Service Skills Needed For Your Franchise Staff
by Nancy Friedman, The Telephone Doctor Doesn’t matter what you’re selling or providing, if you’re a franchise owner and have...
Are You Guilty?
By Nancy Friedman, the Telephone Doctor What unprofessional behavior irritates you the most when, as a consumer, you...
Email Policies – What Your Organization Needs to Address
Address and Establish Email Policies for your Organization E-mail has quickly become an essential part of business communications. Along with...
Service Mentality
The Service Mentality DVD Training Course Why is it that some people seem like ‘naturals’ when it comes to providing...
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!