Resources and Articles
Stay up-to-date with the latest news on customer service strategies and trends.
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 doing some of these now on the phone and in...
Learn More 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...
Learn More 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...
Learn More 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...
Learn More 6 Ways To Improve Listening Skills
by Nancy Friedman Do you know what the number one skill in sales and service is? I gave you a hint in the title. Listening skills. Doesn’t everyone know how...
Learn More How To Handle The Irate Customer
by Nancy Friedman When you or a team member face a challenging customer complaint, often times, that complaint is more about validating the customer’s emotions than the actual problem. Angry...
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