By Nancy Friedman, the Telephone Doctor Every business has one thing in common. Phone calls. Inbound or outbound…service or sales....
by Nancy Friedman, The Telephone Doctor Doesn’t matter what you’re selling or providing, if you’re a franchise owner and have...
By Nancy Friedman, the Telephone Doctor What unprofessional behavior irritates you the most when, as a consumer, you...
By Nancy Friedman, Telephone Doctor Believe it or not, there are many, many ways to sabotage your business. And, chances...
Canine Conduct Was it all just a dream? Joe comes to realize that some of the ethical shortcuts he’s been...
Avoid Problems Before They Start! The first few weeks at a new job can be challenging and every organization has...
Address and Establish Email Policies for your Organization E-mail has quickly become an essential part of business communications. Along with...
Identify and Discuss Common Customer Service Challenges Perfect for ALL customer contact employees. Eight wrong-way vignettes put your class in...
Eight More Common Customer Service Challenges Eight MORE wrong way vignettes put your class in charge of determining what went...
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!