Few business phrases can be as disheartening and conversation-stopping as “Sorry, that’s our policy.” Rules, regulations, and policies are there...
Ethics in the workplace is a unique topic. Ethical matters normally don’t deal with issues that can be assigned a...
You know that helpless feeling when attending a poorly organized office meeting? One with no structure or meaningful objective? Frustrating,...
One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.”...
Everyone has had the experience where they meant to send a private response to someone in a group email, but...
by Nancy Friedman When you or a team member face a challenging customer complaint, often times, that complaint is more...
Research shows that one “bad apple” – an employee with a negative attitude – can impact your entire team. It...
By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training We’ve all heard the saying:...
Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will...
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!