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 […]

by Nancy Friedman, the Telephone Doctor Doing the little things right is a key component to building a culture of service within any organization.  While most formal training courses take a bit of time to complete, here are ten quick service thoughts you’ll be able to implement immediately: Be a DOUBLE CHECKER. Learn to use […]

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 ServiceSkills.com.  Request your free demo here.  

By Nancy Friedman, The Telephone Doctor  Tight economy! Reduced staff! Demanding customers! “These days it’s extra challenging to satisfy and keep customers. It’s even more important than ever because customer loyalty is generally considered the primary engine today to retain sales levels and gain an advantage over the competition. It’s been this way for a […]

by Edgar Guest Somebody said that it couldn’t be doneBut he with a chuckle repliedThat “maybe it couldn’t,” but he would be oneWho wouldn’t say so till he’d tried.So he buckled right in with the trace of a grinOn his face. If he worried he hid it.He started to sing as he tackled the thingThat […]

by Nancy Friedman, The Telephone Doctor Doesn’t matter what you’re selling or providing, if you’re a franchise owner and have a staff you have the same concerns. How do we keep our clients (customers) or whatever you want to call them, you name it, happy and coming back? That’s the big question. Sadly there’s not […]

By Nancy Friedman, the Telephone Doctor 　 　 What unprofessional behavior irritates you the most when, as a consumer, you are interacting with another company? At Telephone Doctor we hear a lot of what bothers the public. It’s important to know that customer service that is perceived as rude is not always intentional and often […]

Address and Establish Email Policies for your Organization E-mail has quickly become an essential part of business communications. Along with benefits come some serious pitfalls. Your team is sure to enjoy a lively discussion of topics such as jokes and personal e-mails, confidentiality, avoiding harshly worded e-mails, accidentally replying to all and much more. Perfect […]

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 […]