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Resources and Articles

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

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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. How these phones are answered and handled is critical. New...
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7 Steps to Service Recovery

By Nancy Friedman, Telephone Doctor Almost anyone who’s been in a customer service position has had the opportunity of running into either an irate call or person…or a situation that,...
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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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Are Negotiation Skills a Lost Art?

by Nancy Friedman the Telephone Doctor If you ever trained a puppy, you learned how to negotiate. “SIT!” “Good boy.” “Here’s a treat.” That’s negotiation. We negotiate with our KIDS...
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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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