Resources and Articles

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

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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Memos from the Chairman – Ace Greenberg

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 –...

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Tips To Improve Customer Service

If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn disgruntled customers into satisfied clients. For instance, one forbidden response...

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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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Customer Service Training ROI White Paper

Looking to build the case for the Return On Investment of customer service, management & communication training at your organization? Get the link to our free White Paper: How Improving...

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How NOT to Answer a Phone Call

By Nancy Friedman, Speaker, Customer Service Expert & Engagement Specialist. Telephone Doctor Customer Service Training A recent email we received below gave us some good ammunition for this blog. While...

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7 YUCKY EMAIL PHRASES

By Nancy Friedman, President Telephone Doctor, Customer Service Training. We did a survey a while back at one of my speaking engagements. I wanted to know what really bugged folks...

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