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  • eLearning
    • ServiceSkills eLearning Platform
    • Learning Management System Courses
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    • Telephone Doctor Customer Service Series
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10

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 […]

11

10 Quick Customer Service Reminders

May 13, 2014

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 […]

12

Superior Customer Service Pays off for this Auto Dealer

May 13, 2014

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.  

13

9 Ways to Gain the Competitive Service Edge

Apr 3, 2014

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 […]

14

It Couldn’t Be Done

Jan 7, 2013

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 […]

15

The 3 Biggest Service Skills Needed For Your Franchise Staff

Nov 20, 2012

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 […]

16

Are You Guilty?

Nov 1, 2012

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 […]

17

Email Policies – What Your Organization Needs to Address

Mar 1, 2012

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 […]

18

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 […]

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Request Free Demo Code

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!
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