Resources and Articles

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

Essential Telephone Skills

By Nancy Friedman, The Telephone Doctor　 Recently a Telephone Doctor client said to me, “Nancy, congratulations. Some people take a simple idea and complicate it; you have taken a simple...

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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 ways to help companies communicate better with their customers. Great...

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Five Simple Ways to Sabotage Your Business

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...

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9 Ways to Gain the Competitive Service Edge

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...

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Customer Service Training ROI White Paper

Looking to build the case for the Return On Investment of customer service, management & communication training at your organization? Get the link to our free White Paper: How Improving...

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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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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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