Why Caller ID Can Be Awkward

Why Caller ID Can Be Awkward

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training Be VERY CAREFUL using CALLER ID. Below is a one-minute video blog on why it’s best to answer all phones – office, home and cell (and whatever other phone you might have), simply with either “Hello” or “Hi, this is….” (I use Nancy. Please use your own name.) There are many horror stories of what has happened when you ‘think’ it’s the name showing up 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/think it is. Enjoy and please share to help others. http://www.nancyfriedman.com/2016/12/20/caller-id-can-dangerous/

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Join My “Be Nice” Club – Win a Free “Be Nice” Mug

Join My “Be Nice” Club – Win a Free “Be Nice” Mug

By Nancy Friedman, Keynote Speaker – Customer Service, Communications, Sales. President, Telephone Doctor Customer Service Training Unless you live under a rock, you’re seeing a lot about “being nice” on social media and other places. So, I’m starting a club. I need members and the BEST NICE will win a I AM NICE mug. What else will you get from the BE NICE club? A lot of self-satisfaction, good feelings and in many cases a smile. To be a member, you only need to do something ‘nice’ for/to someone. Let me give you things I do that I feel are “NICE” things to do and then I’d like to hear from you on what you’re doing to be ‘nice’ to people. The best NICE wins the mug. BE NICE HINTS: *    Waiting in line with a lot in your basket? Let the person behind you who only has 1 or 2 items go in front of you. *    Holding a door for anyone is always ‘nice.’ *    See a mom or dad with 1 or 2 kids in the car behind you at the drive thru? Pay for them when you go through first or order a round of soda

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A donation to the Fisher House has been made in your honor. Have a wonderful holiday!

A donation to the Fisher House has been made in your honor. Have a wonderful holiday!

Dear Friends: As Frank Sinatra sang it, “It was a very good year.” And indeed it was! I’m blessed. In honor of all our Telephone Doctor clients, friends and family, a donation is being made to: The Fisher House* Housing and help to our Veterans and their families To those who brought me onsite for a Telephone Doctor program for their team, conference, or sales meeting, thank you for an incredible year. And thank you to the thousands of clients using our www.serviceskills.com platform for your training. We’re proud to be part of helping you communicate better with your customers and co-workers. Have a very merry holiday and much success in 2018! *Fisher House Foundation is best known for a network of comfortable homes where military and veterans’ families can stay at no cost while a loved one is receiving treatment.

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Why Tone of Voice is Important

Why Tone of Voice is Important

By Nancy Friedman, Customer Service Keynote Speaker; President of Telephone Doctor Customer Service Training   When I do webinars, I like to get questions ahead of time if I can. Requesting questions ahead of time from the attendees is a lot of fun and we’re also answering what’s on their minds. Recently, we received the question below: It was timely and relevant, and I wanted to share it so you all can have the information as well – and share it. 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. TONE OF VOICE has come up several times recently. Which says to me there are other folks talking and thinking about this as well. One of the biggest complaints I hear is, “She/he didn’t sound happy, friendly, or eager to help.” The short and

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Fake News Has Been Around Awhile

Fake News Has Been Around Awhile

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   I was a young girl when I got my first taste of ‘fake news.’ They didn’t call it that then, but that’s what it was. It simply wasn’t true. The other day someone shared something with me they had heard. I asked, “Were you there?” “Well, NO, I wasn’t” they said. “So, in effect,” I replied, “it’s FAKE NEWS? In other words, you cannot swear to it, can you?” They couldn’t. They had only ‘heard’ about it. Well, I was there at this FAKE NEWS story. It has no sex, booze or drugs in it. Just good old FAKE NEWS. I learned a lesson very young. You might want to share this one to explain the point, or non-point, of FAKE NEWS, especially to the younger set. When I was about 9 or 10 years old, living in an apartment in the South Side of Chicago, we were awoken by the Fire Department coming into the adjoining building. Separate entrances, but the buildings were connect. We ran downstairs out front and saw the fire coming out of our neighbors apartment in that building. It was scary.

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