Resources and Articles

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

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...

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Customer Service vs. Common Sense?

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...

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How to Prevent “Bad Apples” from Spoiling the Team

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...

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