Let Me Double Check That For You

Let Me Double Check That For You

By Nancy Friedman, President, Telephone Doctor Customer Service Training; Keynote Customer Service Speaker One thing we all know is no one likes to be rejected. You don’t – I don’t – the folks next door don’t. And certainly, our customers don’t. Yet often we’re not able to satisfy folks – or even ourselves. Today’s blog covers how not to reject folks immediately. We call it “Reject Gently.” And it works. When something isn’t available, or not ready, or you don’t have it – whatever it is – the words, “Let me double check that for you” will save the day. Every time! Rather than blurting out a negative, start with a positive. Start with, “Let me double check that for you.” Sometimes we need to double check ourselves. Either way, it’s a good habit to get into. What it does is . . . well, this 1:30 video blog says it best. Watch it, enjoy and please share.

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ARE YOU A MULTI-TASKER? REMINDER: We Cannot Do Two Things Well at Once

ARE YOU A MULTI-TASKER? REMINDER: We Cannot Do Two Things Well at Once

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training When my dad handed me the keys to the car he told me, “Nancy, the car is not a salon. Don’t fix your hair while you’re driving. Don’t put makeup on while you’re driving. The car,” he said, “is not a toy. Don’t fiddle around trying to change radio stations. And remember, even the 1 or 2 seconds when you happen to sneeze can cause an accident.” As you’ll see in our one-minute video blog below, the word “WELL” is critical. Most of us try to multitask. It’s human nature. But it’s still very dangerous. Think about driving and texting. I’m told that’s a major reason for accidents. And what about those side conversations you have with a co-worker while you’re on the phone with a customer? Or talking with someone else while trying to help one customer and waiting on another? The list goes on. I’ll keep this blog short, sweet and to the point this week. We know we all can probably multi-task; just not very well. Something can go wrong. It’s dangerous. Focusing is key in helping a customer. And staying safe. Take a

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Can I Be Honest With You? No, Lie to Me.

Can I Be Honest With You?  No, Lie to Me.

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training   A week or so ago I posted this short comment and the response was a good amount of agreement that the phrase is not a good one. So we’re delving a bit deeper. What are the ramifications of saying, “can I be honest with you?” to a customer, prospect or anyone for that matter? To name a few: * It’s a ‘trust’ violator. * It’s considered ‘social noise.’ * It reduces your credibility because people expect honesty. We call it a credibility buster. * There’s a hidden message in what you’re saying. And there are plenty of ‘cousins’ to that phrase that are annoying phrases. Do these sound familiar? * Can I tell you the truth? * Let me be perfectly frank. * You want the truth? * I’m gonna level with you. * Can I be candid with you? Do you feel there is an appropriate time when it’s OK to use this phrase? Here are 3 reasons why NOT. * It’s simply not effective. Avoid the phrase. * It’s a totally useless phrase. * This phrase questions your own integrity. Customers, family, and friends

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Dear Graduate – Tips you’ll need for getting a job.

Dear Graduate – Tips you’ll need for getting a job.

By Nancy Friedman, Keynote speaker, Customer Service Expert, President, Telephone Doctor Customer Service Please share if you know someone who just graduated or will be graduating high school or college, this may be of great help to them. I’ve spent nearly a lifetime helping companies communicate better with their customers; both on the phone and face-to-face interactions. Recently, I had a rather in depth conversation with a few graduates who were seeking employment. They were asking “how do I” type questions. It was obvious the skills needed for an interview weren’t all there. I asked if they had any classes in school to help them with this process. After a few seconds to think about it, it was more obvious they hadn’t had too much training in that area. Not the nitty gritty. Not the actual questions and tips that will make them stand out from the other applicants. Oh, hey, they had a class on how to do a resume and got information online about interviewing. But the BIG 5 weren’t there. The 5 tips that will really help them get a 2nd interview and perhaps the job itself. So here they are. Tips for the graduates. *   When making a phone

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What’s New in Customer Service?

What’s New in Customer Service?

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training I was just asked that question in an interview the other day. And if I asked for suggestions from you, dear readers, I’m betting some of you could come up with a few good points. I say that because I did ask a few folks in the customer service arena. The bottom line is, or was, most everyone I asked came up with logistics. Barely anything to do with actual customer care. Wonder why that is? My guess is it seems very little new in handling customers has come along over the years. There are new people doing it, but if you’re true to yourself and your company, it’s really fairly easy and simple and not much had changed in being kind, nice and caring. One of the first questions I’m asked when I’m being interviewed on a radio or TV show is: “Nancy, what is the biggest problem in customer service today?” Or even, “What bugs people the most?” Or a variation of those. We’ve been doing this a long time and as many of you know, Telephone Doctor Customer Service Training has stayed true to

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