6 Ways To Improve Listening Skills
by Nancy Friedman Do you know what the number one skill in sales and service is? I gave you a...
Latest news from Telephone Doctor
Dealing With Irate Customers
by Nancy Friedman If your job includes handling unhappy, irate customers, you’ve got your work cut out for you. Team members...
Features vs Benefits
Every team member should understand the difference between a feature and a benefit. An easy way to remember the distinction...
Managing Workplace Conflict
by Nancy Friedman, the Telephone Doctor Unfortunately, conflict between human beings is about as old as life itself. Is there...
ASAP Technique For Diffusing Angry Customers
by Nancy Friedman If you spend time in a customer facing position there’s a high probability you’ll encounter customers who...
Email Training Series Now Available On ServiceSkills.com
With the addition of our new Email Training Series, we’ve just updated the two minute video tour of ServiceSkills.com, our...
Back To Basics
By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service My entire career has been focused on developing ways to help...
New! Email Training Series
An all new training series dealing with corporate email etiquette is now available on ServiceSkills.com. Topics range from subject lines,...
Apple Reinvents Customer Service in Seven Ways
Originally published August 2012 in http://www.forbes.com After spending one year of research into every aspect of the Apple Retail Store for...
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!