Customer Loyalty Training Package
This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service...
8 Tips For Effective Email Communication
By Nancy Friedman, The Telephone Doctor A recent report estimated that over 300 billion emails are sent each day! Spam...
6 Tips for Retail Service
by Nancy Friedman, the Telephone Doctor Many years ago we started out working mostly with folks who serviced customers...
It Couldn’t Be Done
by Edgar Guest Somebody said that it couldn’t be doneBut he with a chuckle repliedThat “maybe it couldn’t,” but he...
Back to Basics Customer Service Tips
By Nancy Friedman, the Telephone Doctor I’m not just a speaker on customer service. I’ve focused my entire career developing...
6 Cardinal Rules of Customer Service
By Nancy Friedman, the Telephone Doctor FACT: The best weapon for a small business against the BIG guys is Customer...
7 Steps to More Satisfied Customers
By Nancy Friedman, the Telephone Doctor Every business has one thing in common. Phone calls. Inbound or outbound…service or sales....
Service Mentality
The Service Mentality DVD Training Course Why is it that some people seem like ‘naturals’ when it comes to providing...
Questioning Techniques
Questioning Skills DVD Training Course Proper questioning techniques are key when gaining needed information from a caller or customer. High...
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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!