Resources and Articles

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

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...

Learn More

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 result, the two industries are still, today, rebuilding essentially from...

Learn More

Memos from the Chairman – Ace Greenberg

Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I was curious as to why he would do that –...

Learn More

Tips To Improve Customer Service

If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn disgruntled customers into satisfied clients. For instance, one forbidden response...

Learn More

10 Things Your Customers Won’t Tell You

By Nancy Friedman, The Telephone Doctor Most business owners know that customers will walk – take their business elsewhere if they’re not treated as they’d like to be. But how...

Learn More

Back To Basics

By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service My entire career has been focused on developing ways to help companies communicate better with their customers. Each year we run...

Learn More

ASAP Technique For Diffusing Angry Customers

by Nancy Friedman If you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us...

Learn More

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 hint in the title. Listening skills. Doesn’t everyone know how...

Learn More

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...

Learn More

Ready to Access the Updated Training?

The Telephone Doctor content your organization has trusted for years now lives on ServiceSkills. Same proven techniques. Same practical approach. Better production, expanded content, and a platform built to make training easy to manage.

Visit ServiceSkills Schedule a Demo