Resources and Articles

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

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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Could They be a Customer?

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....

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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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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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