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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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Proactive Customer Service

Proactive Customer Service DVD Training Course There are basically three levels of service in the world. Do your customer contact employees deliver passive, average, or proactive service to your customers?...
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Listening Skills

Listening Skills DVD Training Course Listening is a critical component when determining the needs of your customer. Doesn’t everyone listen? Hearing is a physical process but listening requires mental involvement....
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Service Mentality

The Service Mentality DVD Training Course Why is it that some people seem like ‘naturals’ when it comes to providing great service? This program identifies and highlights the basic characteristics...
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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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