It Take More Muscles to Frown. Why Overwork?

It Take More Muscles to Frown. Why Overwork?

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   “Nancy, can you really hear a smile?” Yes, you really can hear a smile. And more important, you can also hear the lack of a smile as well. If you happen to already be a smiler, you might want to pass this article on to those who aren’t smiling (or not). SMILE from Webster’s dictionary: SMILE: To smile, be astonished; to have or take on a facial expression, showing pleasure, amusement, affection, friendliness, irony, etc…and characterized by an upward curving of the corners of the mouth and a sparkling of the eyes I like the “sparkling” part. And smiling is something most everyone can easily do. Don’t you wonder why more people don’t smile?  Show me a picture of you that you don’t like and I’ll bet it’s a picture of you without a smile. Say: Eggplant or Cheese? A New York Times review by Roxana Popescu of the book A Brief History of the Smile written by Angus Trumble asks a very good question: “Why do English speaking people say CHEESE to make you smile, but Chinese speakers say Eggplant?”  And Trumble continues, “The spontaneous smile of the little child is essentially truthful.” I’m not

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4 Semi-Useless Words You Use Every Day

4 Semi-Useless Words You Use Every Day

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   HI, HOW ARE YOU? Looks harmless, right? Yet it’s been labeled “social noise.” Especially to those we don’t know, haven’t met, and may never see again. SEMI-USELESS! There are dozens of other ways to open and start a conversation in person or on the phone. A few 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 so many more. “Hi how are you” can reduce effectiveness, especially on a first-time introduction, call or meeting. And for people you see every day at work, or all the time elsewhere, it’s ineffective as well. Say something creative, unique. You pass someone in the hall at work, on the street, wherever. It usually goes like this: “Hi, how are you?” * “Fine, how are you?” * “Fine.” Done. * Over. * Nothing. * Nada. * SEMI-USELESS. Use a more original, caring comment. You’ll see a big difference. And so will the other person. Again, it’s not bad

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How You Can Fight ONLINE Sales

How You Can Fight ONLINE Sales

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training Seems so many businesses are feeling the technology disruption. The “Amazon Effect,” the popularity and ease of online shopping, and the related changes in consumer behavior and preferences is forcing businesses of all types, large and small, to take a new look at customer service. More business is lost due to poor service and poor treatment than poor product. Companies spend thousands of marketing dollars trying to convince us to buy their products and services, but if that contact is not handled just right at the point of sale, all that money is wasted. Poor customer service and dissatisfaction not only impact sales and return business, but can damage a brand and lead to shaming on social media. Businesses who are concerned about online sales should now invest in customer service training programs. They are so busy trying to survive that they overlook the importance of customer service as a way to counter the online threat. In all businesses, from retail store salespersons, to a greeter at a restaurant, to representatives at a call center, to manufacturing and more…business owners and managers need to train their employees on

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How You can Compete with the ONLINE Surge.

How You can Compete with the ONLINE Surge.

Seems many businesses are feeling the technology disruption. The “Amazon Effect”, the popularity and ease of online shopping and the related changes in consumer behavior and preferences, is forcing businesses of all types large and small – to take a new look at customer service. “More business is lost due to poor service and poor treatment than poor product,” says Friedman. “Companies spend thousands of marketing dollars trying to convince us to buy their products, and services but if that contact is not handled just right by at the point of sale, all that money is wasted. Customers service failures and dissatisfaction not only impact sales and return business, but can damage a brand and lead to shaming on social media.” Businesses who are concerned about the online sales should now invest in customer service training programs. They are so busy trying to survive that they overlook the importance of customer service as a way to counter the online threat. In all businesses, from retail store salespersons, to a greeter at a restaurant, to representatives at a call center, to manufacturing and more… business owners and managers need to train their employees how to deal with the consumer if they

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What Does AWESOME Customer Service Look Like? Something like this:

What Does AWESOME Customer Service Look Like? Something like this:

By Nancy Friedman, Keynote Customer Service Speaker – President Telephone Doctor Customer Service Training who provides AWESOME CUSTOMER SERVICE Think of all the words used describing good/great/excellent/etc. service provided. Think of all the companies that say they deliver the best customer service and then don’t. So what does AWESOME look like? Well, it’s not one thing. It’s not one person. It’s a little bit of everything. Here’s a good sample. Names are protected although I really should disclose them for the credit one deserves while the other doesn’t. AWESOME: I walked into a grocery store and picked up an item and said to an employee who happened to be close by: “I think I’ll like this, but I’m not sure.” Without missing a beat, she says, “You know you can take it home, try it, and anything you don’t like – you get your money back.” Wow that was awesome. Felt great. And here’s the other side of the coin: We purchased an exercise 65mm ball. We asked if they could pump it up for us and we’d come back the next day to pick it up. It was about 2 pm. “Absolutely,” she says. “It takes about 30 minutes. We open at 11 am tomorrow,

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BACK TO BASICS 2018 STYLE

BACK TO BASICS 2018 STYLE

By Nancy Friedman, Keynote Speaker – Customer Service, Communications, Sales. President, Telephone Doctor Customer Service Training FACT: Customers go out of their way looking for companies who provide great customer service. FACT: Some find it; some don’t. Once a year (at least) it’s healthy to go over the good old common sense customer service tips. The ones we all know, yet often get left behind. It’s not rocket science, it’s not brain surgery; it’s plain old common sense. But you and I know common sense is not that common. So, at the start of the year, I re-run our BACK TO BASICS article with the hopes they’ll get shared and used. Here are 15 BACK TO BASIC customer service tips that are good old common sense thoughts, ideas, and skills. Short, sweet and to the point. Enjoy and share. 1. “Please,” “thank you” and “you’re welcome” always have been, and always will be, powerful words. Seldom overused. 2. “You’re welcome” is the best replacement when told “thank you.” (NO PROBLEM/NO WORRIES are on the KILLER WORDS of customer service list.) 3. “Sorry ‘bout that” is NOT an apology. It’s a cliché. “My apologies” is better when there’s a screw up. “I’m sorry” is when you step on someone’s

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