Five Frustrating Voice Mail Phrases

Five Frustrating Voice Mail Phrases

Normally, I bet my audiences the cash that’s in their wallet that they have one or more of these phrases on their cell or office phone at that moment. I’ve never had to pay! When was the last time you checked your own voice mail message? It’s probably been a while. Well, now’s the time to double check it. Because I’m betting you have one or more of the frustrating phrases on your voice mail. I don’t. If you don’t, congratulations! Here they are: 1. Hi, I’m not here right now. DUH? Well, that’s a hot lot of news. What a boring, semi useless statement. Live a little. Let your callers know where you ARE – not where you’re not. Tell them, “I AM in the office all this week” OR “I’m in a sales meeting till 3 pm.” Let them know if you do or don’t check messages. Let them know when you will be back. No one is terribly interested where you’re NOT. They are interested in where you ARE. 2. Your call is very important to me. OMG. Seriously? A big time waster. The caller is thinking, “Well, if I’m so darn important, where the heck are you?” And

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How to Take Control of a Conversation With “Chatty Cathy”- A Video Blog for you.

How to Take Control of a  Conversation With “Chatty Cathy”- A Video Blog for you.

By Nancy Friedman, Keynote Customer Service Speaker, President, Telephone Doctor Customer Service Training. We’ve all had them. For a variety of reasons, some callers shift from topic to topic or get carried away on one topic that has no connection to why they called in, in the first place. While visiting with a caller may build rapport, often times the caller sidetracks the conversation when time is short as well. Telephone Doctor has a GET BACK ON TRACK technique and it will show you how to refocus the conversation. This 1-minute 46 second fun video blog will help. * Interject – when the caller takes a pause – and they will, with a compliment. * Take control of the conversation with that compliment such as: “Mrs. Jones, (here comes the compliment 🙂 I’d like to hear more about your grandmother’s trip – (or whatever topic they’re onto (NOW the control) however, I know you called in with a question/concern/or comment – how can I help on that? You’ll see that the caller will normally apologize and say something like “oh right, yes… about the credit I was supposed to get; it never came. Can you check that out?” Then, of course, you’re back in control. The

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Why “I Know How You Feel” is Semi Useless

Why “I Know How You Feel” is Semi Useless

By Nancy Friedman. Customer Service Keynote Speaker, President Telephone Doctor Customer Service Training. If I could I would eliminate that phrase from Customer Service and other folks who try to help others. Watch this one minute Video Blog and see for yourself. There is no way one person can understand the feelings of others. You can sympathize – you can say: “I’ve never had that experience” – you can say “that has got to be very frustrating” You can say “I can’t imagine what you’re feeling”. You can say: “I’ve had that experience myself and I found it very frustrating”. But you should not say” : I understand how you feel.” TRUE STORY I was dealing with a customer service support person – who was pretty good over all – however, it stopped with the comment: “I understand how you feel”. This from someone who has been well trained on the product – and working with it day in and day out for years….. to someone who is experiencing it for the first time with much anxiety. There was NO WAY she could have understood how I felt. And I resented that statement a lot. Avoid it if you can. It’ll

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How to Get the Best Tone of Voice

How to Get the Best Tone of Voice

By Nancy Friedman, Customer Service Keynote Speaker; President of Telephone Doctor Customer Service Training We present dozens of webinars throughout the year. They’re well attended and, thankfully, very well received. When possible, and time will allow, I request questions ahead of time from the attendees so we can answer what’s on their minds. At one of our more recent webinars, the question below was asked and answered. It was so timely and relevant I wanted to share it so you can have the information as well – and share it. If we use your question on any of our webinars, you’ll receive an autographed copy of one of our popular, customer service books. Here’s a recent email with the winning question. Hi Nancy: My question revolves around how my voice sounds on the telephone. I have recorded messages over and over and I can’t get that happy sound to come across as being natural and genuine. I do want my customers to know that the voice they are hearing belongs to me. So, my question is, what can I do to improve my voice quality? Thank you and I look forward to learning at your webinar. Oddly enough, the topic

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