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Resources and Articles

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

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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 service staff every day.  Although these eight phrases are normally...
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6 Tips for Retail Service

by Nancy Friedman,  the Telephone Doctor   Many years ago we started out working mostly with folks who serviced customers by phone.  Fast forward, we now offer all six touch...
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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.” “Here’s a treat.” That’s negotiation. We negotiate with our KIDS...
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