Resources and Articles

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

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. How these phones are answered and handled is critical. New...

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7 Steps to Service Recovery

By Nancy Friedman, Telephone Doctor Almost anyone who’s been in a customer service position has had the opportunity of running into either an irate call or person…or a situation that,...

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Essential Telephone Skills

By Nancy Friedman, The Telephone Doctor　 Recently a Telephone Doctor client said to me, “Nancy, congratulations. Some people take a simple idea and complicate it; you have taken a simple...

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Killer Words of Customer Service

by Nancy Friedman, the Telephone Doctor Are You Driving Your Customers Away? A recent Telephone Doctor survey revealed these common sayings to be Killer Words of Customer Service. These Killer...

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6 Ways To Improve Listening Skills

by Nancy Friedman, the Telephone Doctor Do you know what the number one skill in sales and service is? I gave you a hint in the title. Right – listening...

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Back to Basics – Good Old Common Sense Tips

By Nancy Friedman, the Telephone Doctor® Telephone Doctor Customer Service training has focused an entire career developing ways to help companies communicate better with their customers. We’ve helped thousands. How?...

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5 Easy Ways To Improve The Customer Experience

By Nancy Friedman, the Telephone Doctor How do you make sure every customer’s visit turns into a fantastic Customer Experience? The kind that creates a great lasting impression? You start...

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Customer Loyalty Training Package

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...

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10 Quick Customer Service Reminders

by Nancy Friedman, the Telephone Doctor Doing the little things right is a key component to building a culture of service within any organization. While most formal training courses take...

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