Customer Service vs. Common Sense?
By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training We’ve all heard the saying:...
6 Ways To Improve Listening Skills
by Nancy Friedman Do you know what the number one skill in sales and service is? I gave you a...
Free White Paper | ROI of Customer Service Training
ServiceSkills.com Releases New White Paper Educational Resource Addresses The Return On Investment of Communication Skills Training St. Louis, MO –...
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?...
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...
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...
ServiceSkills.com Tour
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?...
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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!