Resources and Articles

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

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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Setting Performance Objectives

Gaining Commitment: Setting Performance Objectives That Work Performance objectives can be as specific, agreed upon and as time-bounded as you like, but unless they are actually achieved, they’re useless. This...

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Coaching Questions

Coaching: The Power of Questions Coaching is a large and complex subject. But at its heart lies effective questioning skills. This program provides your managers with practical illustrations of how...

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Setting Personal Development Goals

A.I.M. for Development: Setting Personal Development Objectives that Work Are your annual reviews and development meetings as effective as they should be? Too often, personal development plans can be regarded...

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Email Policies – What Your Organization Needs to Address

Address and Establish Email Policies for your Organization E-mail has quickly become an essential part of business communications. Along with benefits come some serious pitfalls. Your team is sure to...

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New Employee Orientation

Avoid Problems Before They Start! The first few weeks at a new job can be challenging and every organization has its own set of rules and procedures. The eight vignettes...

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Five Ways to Sabotage Your Business

By Nancy Friedman, Telephone Doctor　 Believe it or not, there are many, many ways to sabotage your business. And, chances are, your staff is doing some of these now, without...

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The 3 Biggest Service Skills Needed For Your Franchise Staff

by Nancy Friedman, The Telephone Doctor Doesn’t matter what you’re selling or providing, if you’re a franchise owner and have a staff you have the same concerns. How do we...

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Internal Customer Service

By Nancy Friedman, the Telephone Doctor　 It’s that time of year again. Everyone’s busy, stressed out and short of time. It can be easy to forget to thank folks. It...

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