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  • Home
  • eLearning
    • ServiceSkills eLearning Platform
    • Learning Management System Courses
    • SoftSkillsU – Small Biz eLearning
  • DVD Training
    • Telephone Doctor Customer Service Series
  • Keynotes / Workshops
    • Keynote Presentations
    • On-Site Workshops
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1

How to Prevent “Bad Apples” from Spoiling the Team

Jul 17, 2015

Research shows that one “bad apple” – an employee with a negative attitude – can impact your entire team. It doesn’t take long before the gloomy team member infects others with their defeatist behavior. First, we need to understand why anyone would adopt an attitude that seemingly has no professional payoff. The answer is because […]

2

Customer Service vs. Common Sense?

Jun 24, 2015

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training We’ve all heard the saying: “Hey, customer service is just plain old common sense.” But then we all know, too, common sense is NOT that common.  Decided to make a quick list of a few common sense things that aren’t so common. […]

3

ASAP Technique For Diffusing Angry Customers

Feb 13, 2015

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 it’s thankfully a rare event and for others it’s a daily occurrence. Having a solid strategy in place to handle these situations will be the […]

4

10 Things Your Customers Won’t Tell You

Nov 25, 2014

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 does a business owner or manager find out what the customer really likes or dislikes? Well, your customers have told us what they may not […]

5

Shopping Habits of the Millennial Generation

Jul 2, 2014

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 scratch. Why did those businesses fail? What makes Millennials so different from Generation X or Baby Boomers? Not much beyond technology. The internet and mobile […]

6

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.  

7

Customer Loyalty Training Package

May 12, 2014

This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider! Get The Works! and equip your organization with the skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.  This powerful collection contains […]

8

8 Tips For Effective Email Communication

Mar 4, 2014

By Nancy Friedman, The Telephone Doctor A recent report estimated that over 300 billion emails are sent each day! Spam messages are jamming in-boxes across the globe and the average business person now gets over 100 emails a day. While no one denies the obvious productivity gains we’ve realized from the efficiencies of email communication, […]

9

Five Simple Ways to Sabotage Your Business

Sep 30, 2013

By Nancy Friedman, Telephone Doctor  There are many, many ways to sabotage your business. And, chances are, your staff is doing some of these now on the phone and in person. And worse yet, you’ve probably even heard some of this yourself (ouch!). That’s the bad news The good news is we’re able to bring […]

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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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