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?...
Five Simple Ways to Sabotage Your Business
By Nancy Friedman, Telephone Doctor There are many, many ways to sabotage your business. And, chances are, your staff is...
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...
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....
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...
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...
New Employee Orientation
Avoid Problems Before They Start! The first few weeks at a new job can be challenging and every organization has...
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...
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...
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!