National Small Biz Week

National Small Biz Week

National Small Biz Week – Starts with good people.  Here are some great new hiring questions to ask. What type of theatre experience have you had? That’s one question I believe that is missing in the hiring process.   If not theatre, continue with sports, chorus, band, cheerleading, even Girl and Boy Scouts. Each of these include and require TEAM work.   And there are many parts of each:   Example: Acting – stage manager – props – grip – lighting – sound – and more.  No one play, or movie can be done without each of these parts. I have a professional theater background and it has helped my career thrive immensely in the customer service arena. Now, it doesn’t mean if you don’t have some sort of theater background you won’t be good in customer service. But it does mean you’ll probably understand the mentality of customer service faster and even better. Some things you’ll learn in theater and the other jobs listed above, that can be applied to customer service are: Learning how to say something even when you forget your lines or script. Learning to work well with others, even if you don’t like them. Knowing the “applause” is

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Do We Owe The Millennials An Apology?

Do We Owe The Millennials An Apology?

By Nancy Friedman, Customer Service Expert; Keynote Speaker; President, Telephone Doctor Customer Service Training The other day I had the good fortune of presenting one of our basic customer service, telephone skills program to 25 “MILLENNIALS” in Grand Rapids, Michigan. We’ve all read and heard about situations with this group. But if the group I worked with is just a sample of what’s out there, good for everyone! We’re gonna be OK. They were sponges. They couldn’t write the information down fast enough. They had so many good questions. They thanked me over and over at the end of the session. They LinkedIn with me! They were more than AWESOME! They were NOT ‘know-it-all’s.’ They were NOT narcissistic. They didn’t rush me. They weren’t many of the things I’ve read in so many articles that bash them. They were good, hard working 25-35-year old’s trying to do a better job for their customers. They had NEVER had a program on communications or customer service in school. Their employer thought enough of them to bring Nancy (okay, ME) in for their National Sales Meeting. Thank you to all at www.Innereactive.com. Kudos to them. They are our tomorrow. And I’m so glad I got to be a

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My Drug of Choice? LAUGHTER!

My Drug of Choice? LAUGHTER!

Hi all. Boring meetings, and not so fun speakers can ruin an expensive time. Proud to have been chosen as one of the 4 ladies who take a unique approach. Enjoy this article from VIRGIN.com Airlines – www.virgin.com/entrepreneur/four-female-entrepreneurs-who-took-unique-approach-succeed Thanks, Nancy Where’s Nancy speaking? Just a few upcoming meetings to entertain the crowd: BGI Systems Innereactive Media Fiesta Auto Insurance FASTSIGNS Louisiana Dept. of Health WIC Like to talk about a program for your company during Customer Service week? Let’s talk! 314.291.1012 or email nancyf@telephonedoctor.com

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BEWARE: Caller ID Can Be Dangerous

BEWARE: Caller ID Can Be Dangerous

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training If this hasn’t happened to you yet, my bet is it will. You see the name or a number you recognize on the phone and pick it up with, “Hi Joe” (or whoever it says). And low and behold – guess what? It’s not Joe. Safest bet? Don’t look. Act surprised. Be great on every call. Or if you do look, use your professional greetings. Don’t discriminate! I often hear: Well, it’s JUST “Bob” and poor Bob gets a low grade unprofessional greeting. Not nice. Bob should get the same greeting as you’d give Taylor Swift. (If she called you that is.) I’ve been speaking on customer service a long time and I’m asking you to believe me. It’s not worth it to discriminate on how you answer the phone. Watch this 1-minute Video Blog and you’ll see what I mean. Make each call GREAT! Treat each caller as though it was your favorite movie star. Even if you look and see it’s “Bob Smith” who you know and love, that call should be answered as professionally as you would if it’s not. NOT “Hi Bob” or some other

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Theater Skills for Customer Service

Theater Skills for Customer Service

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President of Telephone Doctor Customer Service Training   Here’s a GREAT new hire interviewee questions: What type of theater experience have you ever had? Why should you ask that question? REASON: Because someone who has ever been in a play; part of a band, chorus or dance group; stage manager, grip, sound, prompter, make up, lighting, a director; even sports knows that the audience (your customers) are depending on them. My professional theater background has helped my customer service career thrive immensely. And I’ve been honored to share what has helped build Telephone Doctor. Not being in theater, band, chorus and the like, doesn’t mean you won’t be good in customer service. It means those who have had that experience will understand the mentality of customer service faster, and often, better. And regardless of the title or job responsibility in your company, we know everyone is in customer service. Theater 101, as I call it, is a perfect pre-curser to holding a job in customer service. Theater 101 prepares you in the best way for better communications. Below are only a few Theater 101 skills that will enhance your customer service reputation.

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The Good, The Bad & The Ugly of A.I.

The Good, The Bad & The Ugly of A.I.

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training  Siri hates me.  I know it. When I ask for directions to “123 Main Street, St. Louis, MO”, her answer has been, “I can’t find Main Street in Des Moines.” Now I have a pretty good, clear speaking voice and tone. I don’t mumble or talk too soft. That being said, let’s define A.I. for those that may not be as familiar with it as those that are. The theory and development of computer systems able to perform tasks that normally require human intelligence, such as visual perception, speech recognition, decision-making and translation between languages. Fairly simple? Most of us realize, and I believe accept the fact, that computers do make errors. Perhaps not as many as us humans; however, nevertheless, they do. And they certainly are fast when working right and we input correctly. I just do not believe A.I. will take over the world soon. A.I. is good in many cases for finding information, however, what I find it lacks is in the real “need” category. From what I see and hear as I travel the country speaking at conferences and meetings helping

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Top 15 Customer Service No No’s

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training Throughout the years, Telephone Doctor has gathered all sorts of information using surveys and finding what things frustrate customers. From this information, we’ve been able to bring you the vignettes in our training programs both online at www.serviceskills.com and onsite, www.nancyfriedman.com, with reality that matters. That’s what makes Telephone Doctor programs so ‘real.’ It’s because they are. The segments produced aren’t ‘made up’ – they’re from YOU. Things, events and situations that have happened to you, me or we have witnessed. No pretend; nothing ‘made up.’ I’ve had things happen in a service situation that I know if we produced people would think, “Oh no, nothing as bad as that could ever happen.” But we know it does, right? And, I’m pretty sure some of the scenarios have happened to YOU as well. In no order of importance, here are the TOP 15 NO NO’s in customer service. Yes, there are more. Way too many for this post. 1.    Employees are having a bad day and their foul mood carries over in conversations with customers. (Everyone has bad days, but customer service employees need to keep theirs to themselves.)

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