Resources and Articles

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

Fixing Performance Problems

Delivering Feedback: Fixing Performance Problems Whether it’s at an appraisal or part of everyday interaction, delivering feedback is one of the most important, yet difficult skills an effective manager needs...

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Setting Personal Development Goals

A.I.M. for Development: Setting Personal Development Objectives that Work Are your annual reviews and development meetings as effective as they should be? Too often, personal development plans can be regarded...

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10 Things Your Customers Won’t Tell You, But We Will

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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ServiceSkills.com Tour

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What To Say When DVD Series

Team Building, Conflict Resolution & Mentoring What To Say When Workplace Communication Training DVD Series Problems with workplace communication will lead to low productivity, high stress and stalemate between co-workers....

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Customer Loyalty Training Package

This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider! Get The Works! and equip your organization with the...

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Thank you FSAC

Nancy Friedman delivered an inspiring customer service keynote presentation to the Funeral Service Association of Canada in St. John’s, Newfoundland this week. Would you like information on Nancy’s Keynotes & Corporate...

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Could They be a Customer?

I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long. It’s about strangers....

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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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