Nancy Quoted in Divas On The Go Travel

Nancy Quoted in Divas On The Go Travel

 Nancy quoted: ……According to Nancy Friedman, when it comes to customer relations, no business is more on the front lines than the travel industry.   “From travel agents dealing with their clients, to the major airlines and hotels who field hundreds of customer relations issues and complaints daily, how you treat your clients can make a difference between keeping a customer or seeing them leave for someone else,” said Friedman, the President of Telephone Doctor Customer Service Training Inc. in St. Louis, Missouri. Friedman said that when something goes wrong on a trip, nearly 99 percent of the time the agent is the one that gets blamed.   “Even for bad weather,” she said. “Some of them know how to handle the situation before it arises, but sadly, not enough agents have had proper customer relations training. When I speak to travel groups or agents, I can’t emphasize enough that more business is lost due to poor service and poor treatment than poor product.”   Travel agents and customer relations representatives are on the front line of the business. Friedman said that it’s key that they are knowledgeable, polite, positive and helpful in solving all client issues and problems. https://www.divasonthegotravel.com/news/how-travel-agents-help-when-travel-plans-go-wrong.html

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Never is customer service more important

Never is customer service more important

The holidays are fast approaching. And with it comes hiring additional seasonal workers to meet demand, help shoppers and increase sales. Starting on Black Friday and throughout the holiday season, retailers, restaurants, etc. will be facing the important challenge of providing excellent customer service. Good customer service will help increase holiday sales and gain repeat customers while poor customer service will leave a lasting negative impression and hurt the chance for return shoppers “More business is lost due to poor service and poor treatment than poor product,” says Nancy Friedman, one of the leading customer service experts in the county. “Businesses spend considerable promotional and marketing dollars trying to convince us to buy their products, but if that contact is not handled just right by front line service providers all that money is wasted.” So how can businesses prepare to meet the holidays customer service challenge? Friedman offers these five tips that will help owners and managers up their game and provide customer service that will generate holiday sales and repeat customers in the new year. Start some sort of training now, before the holiday shoppers arrive. If you have some customer service training in place, review with your employees

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Is Your Staff NUMB to Customer Service?

Is Your Staff NUMB to Customer Service?

By Nancy Friedman, President, Telephone Doctor Customer Service, Keynote Speaker   I walked into 3 different stores in a shopping mall the other day. Asked for three separate items. A simple: Do you carry XXX? Got the same blunt “no” all three times. No other offer. No positive alternative. Just a flat REJECTION. How passive. (Oh wait, I did get a “sorry ’bout that.”) Was I surprised? Yes and no. Naturally, my mind went into my training mode and I thought, “Poor things – they didn’t get any training. Not their fault.” But then I thought, “WOW. There’s always a Plan B. Even in selling. Especially in selling!” It felt as though the folks who were there to help me were NUMB – YES, NUMB to customer service. Whose fault is that? What’s your thinking?  The store owner? The store manager? The clerk? Let’s hear from you. By the way, if you’re the store owner or manager, check out our online platform www.serviceskills.com to help your folks and your customers. You’ll thank me, because we’ll help your sales.

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NEVER AGAIN!

NEVER AGAIN!

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   Never again will I complain about a simple cold. Never again will I complain I have a headache. Never again will I complain because I broke a fingernail. Never again will I complain because I ran out of milk or toothpaste or hair spray. Never again. The list is endless of what I decided I won’t complain about. And when I forget, and I’m sure I will, I’ll remember Houston, the Florida Keys, Puerto Rico, Mexico City, Las Vegas and now Napa Valley; let alone my friends with cancer and other dreaded diseases who wish a broken nail etc. was all they had to complain about. They’d trade places with me / us in a nano second. I’m tired of those who complain about not having small luxuries. Tired of people complaining when they have so much to be thankful for. A home, a refrigerator, fingers on their hands (let alone a broken nail) a job, a paycheck. Dick and I recently toured the 911 memorial. That experience alone, without the recent tragedies, committed me to consider carefully what I complain about. The little daily inconveniences

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Great Service Starts With A Smile

It might sound simplistic or superficial but delivering superior customer service involves smiling. It doesn’t matter if you’re face-to-face or on the phone with a client, a genuine smile is obvious to that customer. Benefits of smiling include an emotional lift for you, a more friendly approach for the customer and a pleasant, upbeat demeanor for your entire interaction. It’s an easy action to take that pays big dividends.

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Veterans Day Weekend – National boycott of the NFL for Sunday November 12th

Veterans Day Weekend – National boycott of the NFL for Sunday November 12th

In 2012 the NFL had an issue with Tim Tebow kneeling for each game to pray, they also had an issue with Tebow wearing John 3:16 as part of his blackout to avoid glare and made him take it off. In 2013 the NFL fined Brandon Marshall for wearing green cleats to raise awareness for people with mental health disorders…. In 2014 Robert Griffin III (RG3) entered a post-game press conference wearing a shirt that said “Know Jesus Know Peace” but was forced to turn it inside out by an NFL uniform inspector before speaking at the podium. In 2015 DeAngelo Williams was fined for wearing “Find the Cure” eye black for breast cancer awareness. In 2015 William Gay was fined for wearing purple cleats to raise awareness for domestic violence. (not that the NFL has a domestic violence problem…) In 2016 the NFL prevented the Dallas Cowboys from wearing a decal on their helmet in honor of 5 Dallas Police officers killed in the line of duty. In 2016 the NFL threatened to fine players who wanted to wear cleats to commemorate the 15th anniversary of 9/11 So tell me again how the NFL supports free speech and expression?

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4 Useless Words

4 Useless Words

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   Oh, I suppose there are dozens, or even more of them, but our surveys have shown that these four words in starting a conversation have the ability to ‘kill’ the conversation.  HI, HOW ARE YOU? Looks harmless, right? Yet it’s been labeled “social noise.” Especially to those we don’t know at all, haven’t met, and may never see again. USELESS! There are dozens of other ways to open and start a conversation in person or on the phone. A few to give you to start are: * Nice to hear your voice. * Good to meet you. * Glad to talk with you. * Good to see you. * Thanks for taking my call. * You’re looking great. * Glad to make your acquaintance. * You sound/look chipper. * And on and on and on. “Hi how are you” can reduce effectiveness, especially on a first-time call or first-time meeting. Plus, you risk surrendering control of the conversation at a critically early stage. You pass someone in the hall, on the street, wherever; it usually goes like this: “Hi, how are you?” “Fine, how are you?” “Fine.” Done. Over. Nothing. Nada.

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Random Acts of Kindness – Just The Right Time, Don’t You Think?

Random Acts of Kindness – Just The Right Time, Don’t You Think?

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   Recently I’ve read several articles that shared some nice things to do with and for customers. They called them random acts of kindness. They were all good articles. But after I read the articles I felt a pang of not guilt, but something that said to me, “Why just customers. Why not a life act for everyone? Why discriminate?” We have coworkers, friends, family members, students, and even strangers to think about. I’m also not a fan of just being nice or remembering your mom only on Mother’s Day or dad only on Father’s Day. Well, you get the picture. When you have the mentality of doing something nice ‘just because’ and for no reason for people anytime, you won’t need to think about what you can do nice for customers. It will become a standard operating procedure in your daily life. So, I’m looking for some out-of-the-box, even common things, that we all can do daily as a random act of kindness for everyone. If your idea isn’t on my list, I’d like to hear yours. Let the person standing in line behind you at

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