Resources and Articles

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

10 Quick Customer Service Reminders

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...

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Thank you FSAC

Nancy Friedman delivered an inspiring customer service keynote presentation to the Funeral Service Association of Canada in St. John’s, Newfoundland this week. Would you like information on Nancy’s Keynotes & Corporate...

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Are You Really Engaged?

By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist. A short, but ongoing course. Are you really engaged? Do you and your staff really know how to...

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10 Things Your Customers Won’t Tell You

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...

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Back To Basics

By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service My entire career has been focused on developing ways to help companies communicate better with their customers. Each year we run...

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Free Customer Service eBook

Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line...

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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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Tell Em What You CAN Do

One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.” These words close the door on the customer’s request as...

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