Tips To Improve Customer Service
If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn...
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...
10 Quick Customer Service Reminders
by Nancy Friedman, the Telephone Doctor Doing the little things right is a key component to building a culture of...
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.”...
Training To Improve Customer Relationships – Retail
By Nancy Friedman, the Telephone Doctor® Some retailers blame their customer service problems on their part-time help. They’re saying...
Ten Best Customer Service Skills and Techniques
By Nancy Friedman, the Telephone Doctor >>> Download our free Customer Service White Paper Here! Be a DOUBLE CHECKER. Learn to...
6 Cardinal Rules of Customer Service
By Nancy Friedman, the Telephone Doctor FACT: The best weapon for a small business against the BIG guys is Customer...
Five Forbidden Phrases® of Customer Service
Five Forbidden Phrases® of Customer Service DVD Training Course Our all time best seller! Don’t tell customers what you can’t do,...
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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!