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. […]

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 […]

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 […]

I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long. It’s about strangers. And Customers We know we have paid customers We know we have internal customers We know we have potential – future customers We even know […]

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 Communication Skills Increases Bottom Line Results  This nine page white paper details:  the cost of poor communication the common barriers to organizational communication the importance […]

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.  

By Nancy Friedman, The Telephone Doctor  Tales of awful customer service are especially bothersome at this time of year. It seems everyone has a story or two. The retail clerk who doesn’t know or doesn’t care.  The airline automated attendant system with endless loops before you encounter a human being.  The angry fast food attendant […]

by Nancy Friedman, the Telephone Doctor Yes, our Telephone Doctor customer service and communication training covers this as well. This subject gets covered a lot; however, we want to reiterate some key points on both EMAIL and LIVE CHAT. Points that will make life easier for those who use these methods of communication. Do you […]

by Edgar Guest Somebody said that it couldn’t be doneBut he with a chuckle repliedThat “maybe it couldn’t,” but he would be oneWho wouldn’t say so till he’d tried.So he buckled right in with the trace of a grinOn his face. If he worried he hid it.He started to sing as he tackled the thingThat […]