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.”...
6 Tips for Retail Service
by Nancy Friedman, the Telephone Doctor Many years ago we started out working mostly with folks who serviced customers...
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...
7 Steps to More Satisfied Customers
By Nancy Friedman, the Telephone Doctor Every business has one thing in common. Phone calls. Inbound or outbound…service or sales....
Service Mentality
The Service Mentality DVD Training Course Why is it that some people seem like ‘naturals’ when it comes to providing...
Listening Skills
Listening Skills DVD Training Course Listening is a critical component when determining the needs of your customer. Doesn’t everyone listen?...
Five Forbidden Phrases® of Customer Service
Five Forbidden Phrases® of Customer Service DVD Training Course Our all time best seller! Don’t tell customers what you can’t do,...
Proactive Customer Service
Proactive Customer Service DVD Training Course There are basically three levels of service in the world. Do your customer contact...
Killer Words Of Customer Service
Killer Words of Customer Service DVD Training Course This course features eight common phrases which are used innocently by customer...
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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!