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...
View ArticleAre You Guilty?
By Nancy Friedman, the Telephone Doctor What unprofessional behavior irritates you the most when, as a consumer, you are interacting with another company? At Telephone Doctor we hear a lot of what...
View ArticleThe 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 keep our clients (customers)...
View ArticleIt Couldn’t Be Done
by Edgar Guest Somebody said that it couldn’t be doneBut he with a chuckle repliedThat “maybe it couldn’t,” but he would be oneWho wouldn’t say so till he’d tried.So he buckled right in with the trace...
View Article9 Ways to Gain the Competitive Service Edge
By Nancy Friedman, The Telephone Doctor Tight economy! Reduced staff! Demanding customers! >>> Click to download our free eBook on Customer Service Excellence “These days it’s extra...
View ArticleSuperior Customer Service Pays off for this Auto Dealer
For our Car Dealer and Retail Clients: Suggested reading from AutoNews.com - http://www.autonews.com/article/20140512/RETAIL07/305129963/matick-chevrolet-says-hello-to-customers-hello-to-sales#...
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10 Quick Customer Service Reminders
by Nancy Friedman, the Telephone Doctor Doing the little things right is a key component to building a culture of service within any organization. While most formal training courses take a bit of time...
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Effective Communication Skills
STOP TELLING CUSTOMERS HOW GREAT YOU ARE…..AND START SHOWING THEM! If you’re in the business of satisfying customers, the only thing that matters is what you DO It’s almost a cliche to see and hear...
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Shopping Habits of the Millennial Generation
by Jared Grafman The vast majority of music and news businesses failed to adapt with the Millennial generation. As a result, the two industries are still, today, rebuilding essentially from scratch....
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Memos from the Chairman – Ace Greenberg
Many years ago, Alan (Ace) Greenberg sent me a complimentary autographed copy of his new book,Memos from the Chairman. I was curious as to why he would do that – having never met him… but his note was...
View ArticleTips To Improve Customer Service
If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn disgruntled customers into satisfied clients. For...
View Article10 Things Your Customers Won’t Tell You
But we will And just in time for the Holidays Take Heed. By Nancy Friedman, The Telephone Doctor Most business owners know that customers will walk – take their business elsewhere if they’re not...
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Back To Basics
By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service My entire career has been focused on developing ways to help companies communicate better with their customers. Each year we run...
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The ASAP Technique For Handling Irate Customers
by Nancy Friedman, the Telephone Doctor If you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us it’s...
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6 Ways To Improve Listening Skills
by Nancy Friedman Do you know what the number one skill in sales and service is? I gave you a hint in the title. Listening skills. Doesn’t everyone know how to LISTEN? Sort of. Most of us ‘hear’ just...
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Free Customer Service eBook
Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower...
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Don’t Tell Em What You “Can’t Do”
One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.” These words close the door on the customer’s request as quickly as does its close cousin TOP —...
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