Resources and Articles

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

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 they’re not treated as they’d like to be. But how...

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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 my book, The Apple Experience, there’s very little new information...

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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, address lines, greetings and closing statements, composing messages, message length,...

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Back To Basics

By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service My entire career has been focused on developing ways to help companies communicate better with their customers. Each year we run...

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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 popular web-based communication training platform. If raising service levels, improving...

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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 are upset, rude, angry and irate. For some of us...

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Managing Workplace Conflict

by Nancy Friedman, the Telephone Doctor Unfortunately, conflict between human beings is about as old as life itself. Is there any doubt that early cave dwellers got in disagreements about...

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Features vs Benefits

Every team member should understand the difference between a feature and a benefit. An easy way to remember the distinction is that “features tell and benefits sell.” Let’s look at...

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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 who deal with these delicate situations are often exposed to emotional...

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