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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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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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Communication Skills eLearning

How about a free demo code to experience ServiceSkills yourself? ServiceSkills empowers your team with the tools to master these communication concepts: 4 steps to handle & diffuse angry, upset and...
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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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Customer Service in the 21st Century

by Pamela Walters Every company gets excited about “making the sale.” A lot of time and expertise go into identifying prospects, assessing needs, pitching ideas and influencing outcomes. Companies celebrate when...
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Customers with Complaints……

McDonalds Corporation has found that only 5% of customers with complaints contact customer service departments. Compare this to the 45% who speak with an employee immediately, and it becomes clear that front-line...
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Are You Really Engaged?

By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist.   A short, but ongoing course. Are you really engaged? Do you and your staff really know how to...
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Free 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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Customer Service vs. Common Sense?

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training We’ve all heard the saying: “Hey, customer service is just plain old common sense.” But then we...
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