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...
Customer Loyalty Training Package
This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service...
What To Say When DVD Series
Team Building, Conflict Resolution & Mentoring What To Say When Workplace Communication Training DVD Series Problems with workplace communication will...
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...
8 Tips For Effective Email Communication
By Nancy Friedman, The Telephone Doctor A recent report estimated that over 300 billion emails are sent each day! Spam...
Back to Basics – Good Old Common Sense Tips
By Nancy Friedman, the Telephone Doctor® Telephone Doctor Customer Service training has focused an entire career developing ways to help...
Killer Words of Customer Service
by Nancy Friedman, the Telephone Doctor Are You Driving Your Customers Away? A recent Telephone Doctor survey revealed these common...
Listening Skills
Listening Skills DVD Training Course Listening is a critical component when determining the needs of your customer. Doesn’t everyone listen?...
Proactive Customer Service
Proactive Customer Service DVD Training Course There are basically three levels of service in the world. Do your customer contact...
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!