Resources and Articles

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

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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Customer Service Using Email & Chat

by Nancy Friedman, the Telephone Doctor Yes, our Telephone Doctor customer service and communication training covers this as well. This subject gets covered a lot; however, we want to reiterate...

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6 Ways To Improve Listening Skills

by Nancy Friedman, the Telephone Doctor Do you know what the number one skill in sales and service is? I gave you a hint in the title. Right – listening...

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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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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 service within any organization. While most formal training courses take...

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Download Our Customer Service eBook

Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line...

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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 customers generate more revenue than new shoppers. That’s what recent...

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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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Back To Basics

By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service My entire career has been focused on developing ways to help companies communicate better with their customers. Each year we run...

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