5 Easy Ways To Improve The Customer Experience
By Nancy Friedman, the Telephone Doctor How do you make sure every customer’s visit turns into a fantastic Customer Experience?...
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50 Shades of the Customer Service Experience
By Nancy Friedman, The Telephone Doctor Telephone Doctor Customer Service Experience Contest They come in all sizes, shapes, and colors....
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...
Five Ways to Get Great Customer Service This Holiday Season
By Nancy Friedman, The Telephone Doctor Tales of awful customer service are especially bothersome at this time of year. It...
6 Ways To Improve Listening Skills
by Nancy Friedman, the Telephone Doctor Do you know what the number one skill in sales and service is? I...
Five Simple Ways to Sabotage Your Business
By Nancy Friedman, Telephone Doctor There are many, many ways to sabotage your business. And, chances are, your staff is...
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...
Are Negotiation Skills a Lost Art?
by Nancy Friedman the Telephone Doctor If you ever trained a puppy, you learned how to negotiate. “SIT!” “Good boy.”...
Take the Telephone Doctor I.Q. Quiz
by Nancy Friedman, The Telephone Doctor Long ago a good friend once told me, “Nancy, the training your company provides...
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!