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...
Latest news from Telephone Doctor
7 YUCKY EMAIL PHRASES
By Nancy Friedman, President Telephone Doctor, Customer Service Training. We did a survey a while back at one of my...
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...
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? ...
Are You Really Engaged?
By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist. A short, but ongoing course. Are you really...
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...
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...
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...
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,...
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!