Kostly Kustomer Komments

Kostly Kustomer Komments

By Nancy Friedman, Customer Service Keynote Speaker, President, Telephone Doctor Customer Service Training You can imagine as a customer service training company and a communications and customer service expert, we’ve collected an enormous amount of information that drives the public crazy. Not just the omission of please and thank you or the obvious comments that we all find annoying, but words and phrases we have learned from customers that irritate them. Telephone Doctor Customer Service Training specializes in all 6 touch points of communication. You know them – email, voicemail, snail mail, phone, fax and, yes, face-to-face. Chat is in there too. Ok, so 7. And through the years our customers and your customers have told us what they like and what really bothers them. What they don’t like. That’s how our DVD, online and onsite programs have become so popular. We bring real answers to real problems. (www.nancyfriedman.com and www.serviceskills.com) Once a month I’ll share the KOSTLY KOMMENTS. KOMMENTS that are costing you and your company money! And when I say your customers don’t like them, I mean turns them O-F-F A LOT. We help clients like you, reading this right now, improve customer service and communicate better with their customers. Today’s KOSTLY KUSTOMER

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Have You Called You Recently?

Have You Called You Recently?

As an owner, manager, supervisor or any top level executive, one of your first assignments from the Telephone Doctor is to pick up your telephone, call your office and ask for yourself, a service or a product. That’s right. Call your own office from your home, outside with a cell, or from a friend’s home or office. Ask for yourself, a product or a service your company offers. Be careful, though, it can be very painful. Oh wait? You say you have a very recognizable voice and they’ll know you right away? Then have someone do it for you and be close by so you can hear; or if there’s an extension, use that. Again, be careful. It might be painful. A while back I asked my program audience to do just that when they got back home. A woman came running up to me and yelled, “Well, they’ll recognize my voice.” I said, “Yes, they might if you ask for somebody else, but if you call up and ask for yourself a service or product chances are they won’t.” I do it all the time. I call my office and ask, “Is Nancy there?” in a slightly disguised voice

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Why “I Know How You Feel” is Useless

Why “I Know How You Feel” is Useless

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President, Telephone Doctor Customer Service   EMPATHIZING EFFECTIVELY  “Oh Mrs. Friedman, I’m so sorry you’re having that problem. I understand how you feel.” OMG. DO YOU REALLY? NO, YOU DON’T. So stop saying that! It’s semi-useless. POINT: There is no way on G-d’s green earth we can know how someone else feels. And the more they say it; the more irritating it becomes on a personal and especially in a business setting to a customer. As a customer service expert, we have other suggestions for you. Read on. Even if you might have had the same or similar experience, we simply cannot know how someone else feels. It’s a put down. A few examples: My dad passed away years ago. I’m in the funeral home. My friend comes up and puts her hand on my shoulder and says, “I’m so sorry Nancy, I know how you feel.” Without missing a beat, I said, “Myrna, your father is sitting right over there. How can you possibly know how I feel?” Another one: I called a Vegas hotel to have a special birthday tray sent to a good friend while he was there. I asked

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Are you a Conversational Oxygen Sucker?

Are you a Conversational Oxygen Sucker?

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President, Telephone Doctor Customer Service   Ever talk with someone who gets into a conversation, sometimes by accident, and just takes over? They suck the conversation out of the entire room. There are probably lots of other names for these folks, but either way, they’re annoying. Even if they’re usually bright, they’re still annoying by trying to take over the entire conversation when, in fact, they weren’t involved in the first place. Just barge in because they heard something they felt they knew more about than you. You often feel the need to apply an oxygen mask. It happened to us the other day. We were talking with a young man who recently graduated from college and was now going into sales. He had asked my husband and me some very pointed questions. Good questions. Questions that had stumped him in the sales process. We recognized this young man was eager to learn and we wanted to share what we felt would help him. On the other side of the room was a person who heard us talk, walked over and preceded to be what we have labeled ‘a conversational oxygen sucker.’

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Maryland Heights Chamber Monthly Luncheon

Maryland Heights Chamber Monthly Luncheon

Wednesday, September 14th 11:00-1:00pm Syberg’s Restaurant 2430 Old Dorsett Rd Maryland Heights, MO 63043 RSVP’s due by 9/2 Click here to register Joining us is Keynote Speaker The Telephone Doctor Nancy Friedman Nancy has appeared on Oprah, Fox News, CNN and every morning show on all networks. She has spoken on programs with Colin Powell, Lou Holtz, Bill Walsh, Pete Rose, Bobby Knight, Tom Peters and Ken Blanchard, among many other prominent speakers and has been selected as one of the 25 Most Influential Business Women in St. Louis. Her style is dynamic and laugh-out-loud funny. With a sales and service background, Nancy programs are delivered to audiences all over the world with her common sense ideas, skills, tips and techniques that you’ll use immediately and forever. www.nancyfriedman.com

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IFA Annual Convention Topic Submission: The A to Z of Sales.

IFA Annual Convention Topic Submission: The A to Z of Sales.

Dear Franchise Friend. So many of you supported me, reminded and encouraged me to send a submission to speak at the 2017 IFA VEGAS conference. And I did. As it turns out, I didn’t make it this year. However, for those of you who joined us in 2014 and again in 2015 – thank you so much. Sorry to miss you in Vegas My ongoing relationship with Franchisors and the Franchisees remains a constant. I’m happy we’ve helped so many by bringing one of our Sales or Customer Service program to the annual conferences. In the hopes that continues, I offer you a complimentary copy of our new book “Customer Service Defined” – (which I was going to give at the IFA presentation). If you would like an autographed copy of our newest book, let us know and shoot your mailing address to us. You’re on ! Thank you for your support, and new found friendship. With thanks. Nancy www.nancyfriedman.com

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Everyday Fail-Safe Customer Service Tips

Everyday Fail-Safe Customer Service Tips

By Nancy Friedman, Customer Service Expert, Keynote Speaker, President Telephone Doctor Customer Service   Because you and your clients are in touch so many ways, all these techniques and tips work in all the various communication touch points – email, voice mail, snail mail, phone, fax and face-to-face. Let’s dive right in: Sales, customer service, telephone skills, and interpersonal skills. Please, NO Gum – I walked into a retail store to buy a TV. There were three salespeople waiting to help me standing proudly in their team shirts. Two were chomping on their gum, open mouthed, saliva dripping out. One was not. Guess who I asked to help me? Right, the one who didn’t look like a cow having dinner. Hey, I’m not alone. Most people don’t want a salesperson chewing gum while they’re being helped. (Worried about bad breath? Mints are fine.) ATTENTION RETAILERS – NO GUM IN THE STORE in person or on the phone. End of story.   Eye Contact– In yet another store a while back, the lady who helped me had her head on a spindle. She seemed to look everywhere but at me. That’s a no-no. If you’re not making eye contact with the customer, it appears as though you’re not

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