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  • Home
  • eLearning
    • ServiceSkills eLearning Platform
    • Learning Management System Courses
  • DVD Training
    • Telephone Doctor Customer Service Series
  • Keynotes / Workshops
    • Keynote Presentations
    • On-Site Workshops
  • Blog
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  • Contact Us
1

How To Be A Terrible Team Member

Nov 12, 2015

  New Training Series Available on ServiceSkills Learning Platform! Hi Friends, We’re releasing an all new online training series titled, “How To Be A Terrible Team Member.” “How To Be A Terrible Team Member” explores nine common dysfunctional workplace behaviors which are sure to frustrate and annoy coworkers. We utilized an unscripted improv group to […]

2

How To Run A Successful Meeting

Sep 11, 2015

You know that helpless feeling when attending a poorly organized office meeting?  One with no structure or meaningful objective?  Frustrating, isn’t it? Meetings are so unpopular that one recent poll showed that about half of the people surveyed admitted they’d rather stand in line at the DMV than sit through another meeting. Meetings are seen […]

3

Memos from the Chairman – Ace Greenberg

Aug 29, 2014

Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I was curious as to why he would do that – having never met him… but his note was paper clipped to a page which explained why he did. The page he paperclipped was an article […]

4

Customer Loyalty Training Package

May 12, 2014

This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider! Get The Works! and equip your organization with the skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.  This powerful collection contains […]

5

What To Say When DVD Series

May 12, 2014

Team Building, Conflict Resolution & Mentoring What To Say When Workplace Communication Training DVD Series Problems with workplace communication will lead to low productivity, high stress and stalemate between co-workers. Apathy or the status quo isn’t an effective strategy. Introducing the What To Say When Workplace Communication Training DVD Series. Human Resource expert Hugh Murray […]

6

Internal Customer Service

Dec 6, 2012

By Nancy Friedman, the Telephone Doctor  It’s that time of year again. Everyone’s busy, stressed out and short of time. It can be easy to forget to thank folks. It shouldn’t be. However, sadly, it is. We can usually remember to thank our customers. And we probably don’t have any trouble thanking family. However there […]

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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!
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  • 800.882.9911
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