The Service Mentality – Does your team have it?

The Service Mentality – Does your team have it?

By Nancy Friedman, Customer Service Expert; Speaker; President, Telephone Doctor Customer Service Training   Telephone Doctor’s www.serviceskills.com online platform offers 12 series of helpful content to help your team communicate better with their customers and coworkers. This is one of the programs. Most ads have a line of type or two about how well you’ll be treated when you shop or call there. Usually the advertisement reads, “We’re the best” or “Service is our middle name” – something like that. TV, radio, newspapers and the internet are loaded with commercials with companies saying they are very customer service minded. Why then, do we hear so many horror stories about how poorly people are treated? Clearly, not everyone has The Service Mentality. The good news is you can learn the skills of the ‘best.’ No one has a monopoly on a great service mentality. Here are 7 traits that exemplify The Service Mentality #1 – Sympathy / Empathy This trait won as one of the most important characteristics when serving customers. In so many cases you get APATHY, the exact opposite of SYMPATHY. True story: On a recent trip my wallet was stolen. Credit cards, driver’s license and a few dollars…all gone. I got ready to make the

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Will Your Customer Service Pass or Fail This Holiday? 5 Tips to help.

Will Your Customer Service Pass or Fail This Holiday? 5 Tips to help.

By Nancy Friedman, Customer Service Expert, Keynote Speaker, President of Telephone Doctor Customer Service Training. The holidays are fast approaching. Few times are more important for your customer service. The holidays can not only make your financial year a huge success, but it’s also a prime opportunity to gain new customers who will return year-round. However, if employees fail at customer service and are not helpful, knowledgeable, or unpleasant, you not only lose customers and lose future sales, but you also risk the chance of getting slammed on social media. So what can owners and managers do to encourage excellent customer service during the beyond the holiday season? Here are five tips that will help up your 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 and those seasonal workers you are hiring for the holidays. If you don’t have a customer service plan in place, hire an experienced expert to spend a day training your staff. And if you have no time to train, remind your

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One Word Answers

Yes. No. Ok. Monday. Yea. You get the picture. When we answer anyone, let alone a customer, client, friend, family member, coworker, one-word answers are perceived as cold and rude. It’s that simple. If you’re reading this I am going assume you went to 3rd grade and I believe that’s just about where we learn “3 words make a sentence”. Answering with only one word probably won’t get you a RED X or cancel an order – but it makes people feel cheated. I know, I know, “well, Nancy, everyone does it. Well, as my Dad used to say to me when I told him “everyone does it (whatever “it” was) His standard answer to me was “well, Nancy if everyone was going to jump off the Brooklyn Bridge would you?” Let everyone else use one-word answers; but love to have all who care – start saying, “Yes, I will”. Or “Your order will arrive Monday” . Or “Ok, that’s something we can do”. Watch our one minute video One Word answers and see if this all doesn’t make good sense to you. Thank you! (that’s 2 words)

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Will Your Customer Service Pass or Fail? Tips to get an “A.”

Will Your Customer Service Pass or Fail? Tips to get an “A.”

By Nancy Friedman, Customer Service Expert, Keynote Speaker and President of Telephone Doctor Customer Service Training   The holidays are fast approaching. Few times are more important for your customer service. The holidays cannot only make your financial year a huge success, but it’s also a prime opportunity to gain new customers who will return year-round. However, if employees fail at customer service and are not helpful, knowledgeable, or are unpleasant, you not only lose customers and lose future sales, but you also risk the chance of getting slammed on social media. So what can owners and managers do to encourage excellent customer service during and beyond the holiday season? Here are five tips that will help up your 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 it with your employees and those seasonal workers you are hiring for the holidays. If you don’t have a customer service plan in place, hire an experienced expert to spend a day training your staff. And if you have no time to train,

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Here are 7 traits that exemplify the Service Mentality

By Nancy Friedman, Customer Service Expert, Speaker, President Telephone Doctor Customer Service Training Pick up any ad and there’s probably a line of type or two of how well you’ll be treated when you shop or call there. Usually the advertisement reads, “We’re the best” … or “Service is our middle name” – something like that. TV, radio, newspapers and the internet are loaded with commercials with companies saying they are very customer service minded. Why then, do we hear so many horror stories about how people are treated? Clearly, not everyone has the Service Mentality.  The good news is you can learn the skills of the ‘best’ No one has a monopoly on a great service mentality. Here are 7 traits that exemplify the Service Mentality #1 Sympathy This trait won hands down as one of the most important characteristics when serving customers. In so many cases you get APATHY, the exact opposite of SYMPATHY. True Story – On a recent trip, my wallet was stolen. Credit cards, driver’s license and, a few dollars… all gone. I got ready to make the appropriate phone calls to each credit card company – 4 in all. “Hi”, I said, “my name is Nancy Friedman. And I

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Words that Drive Customers Away

Words that Drive Customers Away

By Nancy Friedman, Customer Service Keynote Speaker; President of Telephone Doctor Customer Service Training   We call them conversation diverters. Killer words are words that make your customers and your potential customers (and oftentimes friends and family) veer away from the real point of your conversation. So best we eliminate them from our routine and vocabulary. It’s not easy to do. If it were easy to do, everyone would be doing it and we know everyone isn’t doing it. In no order of importance, here are five of the top-rated killer words. Remove them from your sales and presentations as well as your customer interactions and watch the scene go smoother. 1.  “No Problem” – The customer is thinking, “When was I a problem?” Believe we can thank the ‘islands’ for this one. When we take a cruise and ask for anything, what’s the first thing the waiter says? Right, “No problem.” Well on the cruise it may be okay; however, back home it should be: The GOLD STANDARD of: “You’re welcome,” “My pleasure,” “Happy to help,” and a host of other ways to let the customer know you’re glad to do that. “No problem” appears to be a big problem with your

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Most Sales Are Lost Due To Poor Service Than A Poor Product. Nancy Friedman Interview

Most Sales Are Lost Due To Poor Service Than A Poor Product. Nancy Friedman Interview

As posted on https://www.trainerhangout.com/coach-customer-service-nancy-friedman/ Nancy Friedman is one of the top customer service and employee relations experts in the North America. She believes that most sales are lost due to poor service rather than a mediocre product. So it makes a lot of sense to coach customer service to everyone who interacts with customers. In this interview, she tells us how she started off as customer service expert through a delightful accident rather than a strategic plan. Tell us about your journey My journey was a delightful accident. I was working with my husband in his advertising business and had to call our insurance agent. He was out of the office, but the treatment I received from his staff was shocking. The staff at the insurance agent’s office where we had several policies was so bad. Couldn’t do this, couldn’t do that –  everything was negative. So, I called the agent and canceled all my policies. It was no small incident since we were his most significant client. He was floored. Why? He asked. What did he do wrong? I told him he was never there, that I always dealt with his staff, and they were terrible. He asked me to

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