How To Avoid Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul

How To Avoid Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training We’ve all seen it happen. A coworker 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 can’t 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. Taking a negative emotion out on someone who wasn’t involved? How RUDE can you get? If emotionally leaking on coworkers certainly isn’t fair,

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Passive? Average? Pro-Active? Which are YOU?

Passive? Average? Pro-Active? Which are YOU?

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training   Take this little test and find out. Read the scenarios below and ask yourself…which type am I? # 1. The customer says (either on the phone or in person): “Tell you what, I’ve decided not to take the Blue Widget.” Answer from a PASSIVE person: “OK, thanks. Have a nice day.” Customer feels nothing. Usually disappointed. # 2. The customer says (either on the phone or in person): “Tell you what, I’ve decided not to take the Blue Widget.” Answer from an AVERAGE person: “You sure?” Customer feels slighted. Probably could have used a little help. # 3. The customer says (either on the phone or in person): “Tell you what, I’ve decided not to take the Blue Widget.” Answer from a PROACTIVE person: “Wow! Sorry to hear that. Are you aware there’s a Widget maker that goes with it at a discounted price? You’ll have several uses for it. Why not try it? You’ll love it.” Customer feels great. Didn’t realize there was an accessory to go with it and buys the Widget and the Widget maker. See the difference? Now, which one are you? FACT: There is absolutely nothing wrong with

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5 Frustrating Voice Mail Phrases that are on Your Phone. Bet they are!

5 Frustrating Voice Mail Phrases that are on Your Phone. Bet they are!

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training   When was the last time you checked your own voice mail on your cell phone? Or on your office or home desk phone? My guess? It’s been a while. Check out our 60 second video blog and see if you can move out some of those frustrating phrases. Your callers will appreciate it. 5 Frustrating Voice Mail Phrases 60 SEC VIDEO it. Share and enjoy.

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Theater 101 for Customer Service and Communication Skills

Theater 101 for Customer Service and Communication Skills

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   So You Wanna Be A Star? READ ON… If you’ve never been in a play, band, chorus, dance group or any other form of theater where the audience is dependent on you and you on them, then you may be in for a shock if you’re new in customer service. And even if you’ve been doing customer service for a while, you might pick up a tip or two. If you have been in any of the groups listed above, you know what I mean. As a professional actress, theater helped prepare me to be a subject matter expert and keynote speaker on customer service. I’m not saying you won’t be good in customer service without a little theater background, but I am saying it’s a bit easier when you have had the experience of some sort of theater background. And not just as an actor. Every part of any play or group activity has elements of customer service. And it will help make your job much easier. It’s clear – the star is the customer, we are in a supporting role, and the stage is your company. Let’s

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I’m The Busboy, But I Will Get It For You

I’m The Busboy, But I Will Get It For You

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   It was in a Las Vegas NON-STRIP hotel restaurant. My husband Dick and I were seated quickly enough, but the wait for silverware, water, menu and a waiter seemed forever. Dick has a lot of patience (he’s never used any). Thankfully, this time he held it in for a while. After a few minutes of no service, no water, no menu, no waiter, he waved the closest person to him and said, “We’ve been here a while and we have no water, no menu, no silverware and no waiter.” Without missing a beat and with giving us a big smile, the busboy who he had waved over said with a lovely Hispanic accent, “I’m the busboy, but I will get it all for you.” And within 45 seconds we had everything. Water, menu, silverware and soon, a waiter. There was no: * I’m not a waiter. * It’s not my job. * I’ll get your waiter. * Someone will be with you soon. * I’ll check for you. No excuses. He stepped up to the plate, handled and saved the situation. “I’ll get it for you.” He

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