Solutions for Franchisees

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President Telephone Doctor Customer Service  Common scenario: Franchisees phone rings with a potential customer. The caller is put on hold (often curtly). Or it rings too long. The caller waits five seconds, hangs up. No sale. No second chance. Uncommon solution: The Customer Service Expert: Nancy Friedman, The Telephone Doctor. Rapport building; retention and engagement a specialty. HOW? I shoot down bad habits and punch holes – using humor – in the mistakes we all make in customer service and sales. Offering the positive alternatives to be used immediately and forever. Results? ROI, increased customer service, more sales. A 2015 IFA annual conference attendee said: “WOW! Exceptional does not even begin to cover how magnificent (Nancy’s) presentation was. Funny, engaging, insightful, helpful, and downright phenomenal! Nancy’s session was worth the trip & conference alone!” Nancy is president and founder of Telephone Doctor Customer Service Training. She is a widely recognized speaker in the franchise industry who brings tips, skills and techniques to help the multi-unit entrepreneur gain the ultimate customer experience. The author of 8 books, she is an expert in sales, customer service and communications. A few of her franchise clients

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The WALKING DEAD – Beyond Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President Telephone Doctor Customer Service   We all know there are three types of customer service. Those that are passive, those that are average and those that are proactive. A no brainer. We get that. But as happens sometimes, there are those that fall lower than passive. And the other day I found it. When we left the store my husband looked at me and simply said, “The Walking Dead” knowing what I was thinking right away. I was thinking “How can I put this total ‘non experience’ into my speaking engagements? How can I explain what the Walking Dead is, do or are to my audiences?” We decided that other folks run into an experience such as that. Maybe it wasn’t a terrible customer service experience or something the person said or did. Simply put, it was as though you were meeting with the ‘walking dead.’ It was lower than a ‘nothing’ experience. I’ve categorized bad experiences into 2 files. One is SAD; the other is BAD. Recently one of my clients asked what the DIFFERENCE is between the two. A SAD customer experience is when something wasn’t quite right and

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