Do You Suffer From Emotional Leakage?

By Nancy Friedman, Customer Service & Communication Keynote Speaker & President, Telephone Doctor Customer Service, Inc. Emotional Leakage – Getting at mad at Peter and taking it out on Paul. Not right, not fair, not fun. We’ve all seen it happen. A co-worker comes into work storming angry; mouth turned down in a frown; walks through the office without saying hello to anyone; sits down at his desk and starts barking orders to his coworkers; doesn’t come out of his office; and when his phone rings he picks it up and bellows out: “Yea?” Sad isn’t it? Something must have happened before he got to work and he carried it right inside the building. Telephone Doctor calls this “Emotional Leakage” and we cure it all the time. Hey, it’s no fun to get up on the wrong side of the bed in the morning. And it’s sure not fun to get a flat tire on the way to work or to argue with someone before breakfast. It’s unfortunate that some people aren’t able to shake it off and move on about their business. Emotional leakage is getting mad at Peter and taking it out on Paul. Not right, not fair, not fun.

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6 Cardinal Rules of Customer Service

By Nancy Friedman, Keynote Speaker; Customer Service & Communications Expert; and President of Telephone Doctor Customer Service Training   FACT: The best weapon for a successful business is customer service. It’s that simple. We will pay more for better service! So whether you’re a small business owner or Hewlett Packard or only looking for ways to improve, read on. We believe in helping businesses get better at communicating with their customers. To get off on the right foot with your customers whether it’s via phone or face-to-face, or any of the other touch points, here are the Telephone Doctor’s Six Cardinal Rules of Customer Service. Adapting these easy steps will make your day, and more importantly, make the customer’s day a better experience for you and your company.   Cardinal Rule # 1 – People Before Paperwork When someone walks into your place of business, or calls you while you’re working on something, drop everything for that person. Remember, paper can wait, people should not. We’ve all been abused when we go shopping and been ignored and we know how that feels. Let’s not abuse our own customers. Remember: People before paperwork.   Cardinal Rule # 2 – Rushing Threatens Customers Sure,

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Dear Driver

Dear Drivers: Today my daughter who is seven years old started to school as usual – she wore a dark blue dress, with a white color – she had on black shoes and wore blue gloves. Her cocker spaniel – whose name is Coot – sat on the front porch, and whined his canine belief in the folly of education, as she waved goodbye, and started off to the hall of learning. Tonight, we talked about school – she told me about the girl who sits in front of her – the girl with the yellow curls – and the boy across the aisle – who makes funny faces. She told me about her teacher – who has eyes in the back of her head – and about the trees in the school yard – and about the big girl – who doesn’t believe in Santa Claus. We talked about a lot of things – tremendously vital, unimportant things – and then we studied spelling, reading, arithmetic – and then to bed. She’s back there now – back in the nursery – sound asleep with “Princess Elizabeth” (that’s a doll) cuddled in her right arm. You guys wouldn’t hurt her,

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What do Minuteman Press Int’l – The Regis Corporation – Novus Glass and Philly Pretzel have in common?

These successful franchisors have joined the ranks of happy “Nancy clients” by bringing her humorous, beneficial, and educational keynote to their annual franchise conferences. Here’s a challenge question for your franchisees. (You are welcome to share.) What is the biggest frustration of your customers? Answer: Not being friendly enough. Solution: Smile! Yup, a smile helps build that personal “friendly” your customers need and expect but are always shocked to experience. Callers and customers are too often viewed as an annoyance or interruption when in fact they pay the bills. Every employee can show they care with a smile on their face and in their voice. If you’re interested in learning more about how a NANCY program will work for your next meeting, please call me for a complimentary information speaker packet or click here and simply type ‘Please Send Packet.’ You’ll be glad you did! All the best,Nancy www.NancyFriedman.com Proud Member of IFA2-time IFA annual speaker A recent comment from a recent Franchisor: “The way Nancy built an honest rapport with her audience of Minuteman Press franchise owners at the World Expo 2015 in Las Vegas was simply an art form in and of itself. I marveled at the way she was able to

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Negotiation Cliff Notes for Those in a Hurry

By Nancy Friedman, Keynote Speaker, Customer Service & Communications Expert, President – Telephone Doctor Customer Service Training   Those of us who negotiate normally want short, quick tips to help us. So here are some Cliff Notes to help you in those daily negotiations. And let’s face it, we are always negotiating. Family, business, you name it. I’ve even negotiated with a waitress. Long story. I’ll hold it for another time. But it was negotiating. So here are 8 tips to hang on your wall: 1.      Don’t discount a price right off the bat. 2.      Be strong and confident about your product and price. Your opponent will be seeking price concessions if your delivery is weak. 3.      Delay giving concessions until the end of the conversation. See point 8 below. 4.      Have a “nice” way to reject an offer. There are always feelings involved. 5.      Never underestimate your strength in a negotiation. Your opponent won’t. 6.      Negotiations begin at the beginning of the conversation. From hello on forward. 7.      Avoid ”goodwill” conceding. (i.e., Don’t give things away because ‘the opponent is so nice.’) 8.      When you GIVE something, be sure you GET something back in return. An order? A larger order? A

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Customer Service Week

COMING SOON Customer Service Week By Nancy Friedman, Keynote speaker, Customer Service, Communication Expert. President Telephone Doctor; Customer Service  Customer Service Week is October 5 thru 9, 2015.  Yet with what’s going on around the world, don’t you agree we all should be celebrating customer service week all year round, not just one week. At least that’s our mentality at Telephone Doctor. But for the time being, let’s at least make it one week. So what will you be doing Customer Service Week for your team members? For your customers? Think about it now if you haven’t; it’ll be here shortly. The day-to-day treatment of how we treat each other, as well as customers, can make or break a business relationship. And since we don’t get a whole lot of time to create that bond of friendship, we need to be aware of the little things that can permanently damage that relationship we try so hard to make. A few ideas: Make that week – negative free. No negative words, thoughts or deeds to anyone Make smiling a condition of employment for that week. Frowners sit in a corner. A phony smile is better than a real frown. (Telephone Doctor motto)

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10 Secrets Your Customers Won’t Tell You But We Will

By Nancy Friedman, The Telephone Doctor; Customer Service & Communication Expert; President, Telephone Doctor Customer Service Training   Most business owners know that customers will walk and take their business elsewhere if they’re not treated as they’d like to be. But how does a business owner find out what the customer really likes or dislikes? Surveys are “OK” but in my opinion, not 100% on target. Your customers have told Telephone Doctor Customer Service Training what they won’t tell you. Here are TEN things only your best friend will tell you. (By the way, that would be us).  Dear Telephone Doctor – 1.   Nobody greeted me when I walked into your store. No one said, “Hello,” no one asked if they could help me, and no one said goodbye when I walked out. Well, at least I wasn’t any trouble. 2.   Your sales staff looked tired. Yea, they did. Otherwise why wouldn’t they greet me with a big smile and some enthusiasm? It didn’t look like they even wanted me in the place. 3.   I bought a lot of stuff. I couldn’t believe no one said, “Thank you.” No one told me to enjoy my purchase. I did get a luke warm, “Have a

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