10 Customer Service LinkedIn Tips- You Should Be Using

10 Customer Service LinkedIn Tips- You Should Be Using

1. NEVER use the default invite. Remember the saying, “If you always do what you’ve always done; you’ll always get what you always got.” Why be BLAND? The default invite that ‘comes’ with LinkedIn is at best just “OK.” You need to decide if you want to be OK or better than OK. HINT: Be better than OK. Use a short, but custom invite. Use the name and give a short reason why you’re sending the invite. Could be a referral; could be same college, same fraternity/ sorority, or a group. Something else you found interesting on their profile. But if you’re smart you won’t ever use the default invite; always personalize. Plus, the chances of being accepted just went WAY up when you personalize it. 2. Use endorsements liberally. An endorsement is a compliment. When you endorse someone with good reason (you don’t need a reason), you’re paying them a compliment. Most people I know like to get compliments and like most people I know, they often return the compliment in some way sometime. What about endorsing with no good reason? Well, have you ever told someone they looked nice and, in truth, you didn’t think so, but you

Read more

GOT ELEMENTARY SCHOOL AGE KIDS? Might want to read this

GOT ELEMENTARY SCHOOL AGE KIDS?   Might want to read this

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,

Read more

Should You Use a Script or Have a Conversation?

Should You Use a Script or Have a Conversation?

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Scripts were designed for actors. END OF SUBJECT! Actors know how to read a script. Most folks don’t. It’s that simple. When you give a person a script they tend to ‘read’ it. Well what’s wrong with that, Nancy? Aren’t you supposed to read a script? Yes, but it’s the old HOW you read it that counts. We have all been accosted by a phone call, inbound or outbound, with someone poorly reading their script. Yawn, yawn; barf, barf or worse. With a professional script, there are written words for the other person to respond. In your business script, there’s normally only words for what your employee is saying. There are no words for the customer, the responder (the other actor/or the customer). Oh, there may be some things like ‘if the customer says this; you say that. If the customer says that; you say this.’ (Sort of like “eat this; not that.”) So, what happens if the customer says something that makes the rep go off course in your script? Do we say, “Excuse me, sir, that’s not in my script?” Here’s a big time

Read more

Resiliency: A Key Service Mentality

Resiliency: A Key Service Mentality

No matter if customer service is delivered face-to-face, online or over the phone, resiliency is a critically important service mentality. Resiliency is defined as having the ability to bounce back from adversity. We’ve all heard the adage, “You can’t control what happens to you in life, but you can control how you react.” This is especially true for anyone in the customer care business. Client-facing team members regularly must serve as the lightning rod for customers who need to vent their frustration. Being aware of the importance that resiliency plays is the first step to changing behavior. Watch this Video and see for yourself.

Read more

5+ Interview Questions and Tips You Probably Aren’t Using and Should

5+ Interview Questions and Tips You Probably  Aren’t Using and Should

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Sometimes companies hire people because they’re breathing. We all get desperate. And it’s not fair to anyone – the prospective employee, the current employee, the employer, the entire company and eventually the customer. If you interview applicants, you know, of course, there are rules, guidelines, things you can never ask them; things you shouldn’t ask them and they’re usually the questions you really want to ask them. Most of us know the difference between legal and illegal questions. A few simple examples:   Illegal: Do you have a car? Legal: How will you get to work?   Illegal: How many sick days did you take last year at your last job? Legal: How many days of work did you miss last year?   Illegal: Have you ever been arrested? Legal: Have you ever been convicted of fraud or theft?   These helpful tips are all over the internet. But here are a few more. Years ago, I came up with some out of the box questions and have been using them for a while. Some of the employees who got those questions 15 – 20

Read more

Speakerphone Helpful Hints – One-on-One or Conference Call

Speakerphone Helpful Hints – One-on-One or Conference Call

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Ah yes, speakerphones. Conference calls. Lots of people on one call and so forth. Normally, if it’s a conference call, all parties are aware they’ll be on a speakerphone. Sort of a given. But what about the random call where you gather up 4 to 6 folks to make a call to “JOE” and then you put him on the speakerphone and he wasn’t expecting it? Here are some friendly tips for speakerphones. A few ‘niceties;’ guidelines, if you will. Reminders. Refreshers. Things you probably know already, but others may not. Start the call ONE-ON-ONE. Use the handset to ‘start’ the call; then ask the called party if they’re OK with being placed on a speakerphone. When you make a phone call and start the conversation on the speakerphone without asking, you’re 3 points behind the 8-ball and those 3 points can be very difficult to get back. Once the called party you need is on the line, ask if they mind being put on the speakerphone. And yes, it’s a good idea (and a considerate one too) to explain WHY you’d like the call

Read more

“Hi Bob!” Oh my! Maybe it’s NOT BOB???

“Hi Bob!” Oh my! Maybe it’s NOT BOB???

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training Why you need to be VERY CAREFUL using CALLER ID. A short video story on why it’s best to answer all phones – office, home and cell (and whatever other phone you might have), simply with, “Hi, this is….” (I use Nancy. . .you use your own name.) There are too many horror stories of what has happened when you ‘think’ it’s one person and it turns out WHOOPS, it’s not that person. Here’s a 1-minute VIDEO BLOG on why caller ID may be good, but you need to consider the consequences when it’s NOT who you see it is. Enjoy and please share. http://www.nancyfriedman.com/2016/12/20/caller-id-can-dangerous/  

Read more