by Nancy Friedman When you or a team member face a challenging customer complaint, often times, that complaint is more about validating the customer’s emotions than the actual problem. Angry customers need you to acknowledge that they’ve been wronged, and they want your attention right away. Use our ASAP technique to effectively diffuse and handle […]

Dealing with customers requires a specific mentality and skill set.  Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line results.  This complimentary eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service. >>> Request eBook   Topics […]

By Michael Hart   Nancy Friedman, the “Telephone Doctor.”     Nancy Friedman, the “Telephone Doctor” and a crowd favorite at the SEMA Show, will offer her session, “Have You Asked Your Customer to Marry You? (Are You Really Engaged?),” twice during SEMA Education Days. Friedman spoke with SEMA about what attendees can expect from her sessions.  […]

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 skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.  This powerful collection contains […]

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 things off right! Here are the top 5 easy ways to set the stage with your customers at your establishment, right from the get-go! And […]

 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? With our simple, logical techniques that most folks already know and we bring them to the forefront.   Most businesses go out of their way to […]

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 skills.  Do we really LISTEN? Most of us ‘hear,’ but do we really listen to what people are saying? Are there any methods, tricks, ideas, […]

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 Words will distract your customers and potential customers away from the real point of your conversation.  So best we eliminate them from our routine.  It’s […]

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 idea and kept it simple.” We don’t believe you should scratch your head and wonder when you’re being shown an idea or technique. That old […]