Are You Really Engaged?
By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist. A short, but ongoing course. Are you really...
Memos from the Chairman – Ace Greenberg
Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I...
Shopping Habits of the Millennial Generation
by Jared Grafman The vast majority of music and news businesses failed to adapt with the Millennial generation. As a...
ROI From Customer Service Training
by Jared Grafman Investing in customer service training is one of the best ways to increase customer retention. And, loyal...
Build Great Customer Service Into Your Business
Try to create a “customer-service culture” of knowledge, communication, purpose and empathy in your business. With exceptional customer service, your...
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...
Five Ways to Get Great Customer Service This Holiday Season
By Nancy Friedman, The Telephone Doctor Tales of awful customer service are especially bothersome at this time of year. It...
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.”...
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...
Give your team the tools to master these communication concepts:
- 4 steps to handle & defuse angry, upset and irate customers
- Recognize & capture cross-selling opportunities
- How to compose an effective customer service email
- Business communication for phone, email, face-to-face & chat
- How the power of attitude helps resolve challenging situations
- Essential office etiquette & workplace manners strategies
- Effectively managing differences between the generations
- Replacing Five Forbidden Phrases® w/ Positive Alternatives
- Best practices for email subject lines and address fields
- Handling ethical dilemmas the moment they appear
- The six cardinal rules of customer retention and loyalty
- The importance of delivering Business Friendly℠ service
- How to respect & communicate effectively with co-workers
- Contrasts between passive, average & proactive service
- 6 ways to improve listening skills and deliver better service
- The personal philosophies of six service superstars
- How service after the sale builds customers for life
- When to use open-ended, closed-ended, probing & echo questions
- Deploying the Power of You during interviews & appraisals
- Why bringing an ‘observable level of enthusiasm’ is so important
- The distinction between features and benefits
- To be truly sensitive and empathetic to customer needs
- Management skills to better lead, coach and mentor others
- How to conduct more effective & engaging meetings
- Avoiding weak, wimpy words in business communication
- The relationship between internal & external customer service
- plus hundreds more skills, strategies & techniques!