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  • Home
  • eLearning
    • ServiceSkills eLearning Platform
    • Learning Management System Courses
  • DVD Training
    • Telephone Doctor Customer Service Series
  • Keynotes / Workshops
    • Keynote Presentations
    • On-Site Workshops
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1

Could They be a Customer?

Nov 19, 2014

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. And Customers We know we have paid customers We know we have internal customers We know we have potential – future customers We even know […]

2

Customers with Complaints……

Jul 29, 2014

McDonalds Corporation has found that only 5% of customers with complaints contact customer service departments. Compare this to the 45% who speak with an employee immediately, and it becomes clear that front-line employees – in any business – need to learn how to handle customer complaints. In our experience, even the best customer service employees need training […]

3

Shopping Habits of the Millennial Generation

Jul 2, 2014

by Jared Grafman The vast majority of music and news businesses failed to adapt with the Millennial generation. As a result, the two industries are still, today, rebuilding essentially from scratch. Why did those businesses fail? What makes Millennials so different from Generation X or Baby Boomers? Not much beyond technology. The internet and mobile […]

4

Communication Skills eLearning

May 27, 2014

How about a free demo code to experience ServiceSkills yourself? ServiceSkills empowers your team with the tools to master these communication concepts: 4 steps to handle & diffuse angry, upset and irate customers Recognize & capture cross-selling opportunities Business communication for phone, email, face-to-face & chat How the power of attitude helps resolve challenging situations Essential […]

5

Effective Communication Skills

May 20, 2014

STOP TELLING CUSTOMERS HOW GREAT YOU ARE…..AND START SHOWING THEM!  If you’re in the business of satisfying customers, the only thing that matters is what you DO It’s almost a cliche to see and hear organizations advertise to prospective customers about how great their service is. As if somehow, great customer service were just that…bragging […]

6

Superior Customer Service Pays off for this Auto Dealer

May 13, 2014

For our Car Dealer and Retail Clients: Suggested reading from AutoNews.com – http://www.autonews.com/article/20140512/RETAIL07/305129963/matick-chevrolet-says-hello-to-customers-hello-to-sales# Explore our web-based customer service learning portal ServiceSkills.com.  Request your free demo here.  

7

Customer Loyalty Training Package

May 12, 2014

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 […]

8

Five Ways to Get Great Customer Service This Holiday Season

Dec 4, 2013

By Nancy Friedman, The Telephone Doctor  Tales of awful customer service are especially bothersome at this time of year. It seems everyone has a story or two. The retail clerk who doesn’t know or doesn’t care.  The airline automated attendant system with endless loops before you encounter a human being.  The angry fast food attendant […]

9

Five Simple Ways to Sabotage Your Business

Sep 30, 2013

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 […]

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Request Free Demo Code

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!
Get a Demo Code to Tour ServiceSkills! CLICK HERE

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  • 800.882.9911
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