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 customers need you to acknowledge that they’ve been wronged, and they want your attention right away. Use our ASAP technique to effectively diffuse and handle […]

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 to LISTEN? Sort of. Most of us ‘hear’ just fine but truly listening requires more effort? Are there any methods, tricks, ideas, tips or techniques […]

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 the definition: Feature: A distinction or noticeable quality Something offered as a special attraction   Benefit: Anything that is helpful or advantageous Something that contributes […]

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 engage and interact with the customers? Do they even know what it means.  Seems as though every year there’s a “new” word in Customer Service. […]

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 skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.  This powerful collection contains […]

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 person. And worse yet, you’ve probably even heard some of this yourself (ouch!). That’s the bad news The good news is we’re able to bring […]