by Nancy Friedman, the Telephone Doctor Are You Driving Your Customers Away? A recent Telephone Doctor survey revealed these common...
by Nancy Friedman the Telephone Doctor If you ever trained a puppy, you learned how to negotiate. “SIT!” “Good boy.”...
by Nancy Friedman, The Telephone Doctor Long ago a good friend once told me, “Nancy, the training your company provides...
By: Nancy Friedman, The Telephone Doctor A few years ago, I interviewed and subsequently hired a woman for a position...
by Nancy Friedman, The Telephone Doctor The other day, someone asked me, “What’s Customer Experience, Nancy?” They had not heard...
by Nancy Friedman, the Telephone Doctor Yes, our Telephone Doctor customer service and communication training covers this as well. This...
Today we mourn the passing of a beloved old friend by the name of Common Sense who has been with...
by Nancy Friedman, the Telephone Doctor Many years ago we started out working mostly with folks who serviced customers...
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!