What We Have Here; Is the Failure to Communicate.

What We Have Here; Is the Failure to Communicate.

By Nancy Friedman, Customer Service Expert; President, Telephone Doctor Customer Service Training Communications: Define the word Noun 1. The imparting or exchanging of information or news. “Direct communication between the two countries will produce greater understanding.” Synonyms: transmission, conveyance, divulgence, disclosure A letter or message containing information or news. plural noun: communications synonyms: Message, statement, announcement, report, dispatch, communiqué, letter, bulletin, correspondence “an official communication” 2. Means of connection between people or places, in particular. The means of sending or receiving information, such as telephone lines or computers. plural noun: communications Hmmmmm. Notice anything missing? mis·com·mu·ni·ca·tion ˌmiskəˌmyo͞onəˈkāSHən/ noun plural noun: miscommunications 3. Failure to communicate adequately. Communication. Failure to communicate adequately. Many of us may recall the famous line in the Paul Neuman / George Kennedy Movie; “What we’ve got here is failure to communicate.” (CoolHand Luke if you haven’t seen it.) https://www.imdb.com/title/tt0061512/mediaviewer/rm956369152 You can repeat something over and over and if the person still doesn’t get it; it’s pretty obvious then it’s time to re-phrase it for clearer communications. I hear about failure to communicate, a lot, within companies. And even sometimes, within our own company. If I were to have written the definition of “communications” I might have

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Why There Are Customer Service Issues

Why There Are Customer Service Issues

By Nancy Friedman, Customer Service Expert; Keynote Speaker; President, Telephone Doctor Customer Service Training   Worth the read. A while back my insurance agent called me to come show his small office how to be better in customer service. Seems as though they were losing business, getting complaints and not doing as well as he felt they should. Even I had had a spotty experience with them and I told him so. So, when he finally called and asked me to come over, I did. I don’t think he had 15 on staff and of all ages. I presented a short, easy version of a NANCY program to get the ball rolling. Sharing things with them that were common sense. Say please, thank you, you’re welcome. Put that smile in your voice. Don’t argue with the customers. Don’t tell the customer you don’t know. Don’t ‘sigh’ when they ask you a question just because you have heard it before. Don’t tell the customer “we can’t do that.” And a few other important tips. The president of the insurance agency was impressed and called me over before I left. “Thank you,” he said gratefully, “we really learned some new things.” I

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What’s Different About Customer Service Today?

What’s Different About Customer Service Today?

by Nancy Friedman, Customer Service Expert; Keynote Speaker; President, Telephone Doctor Customer Service Training I get asked this question a lot. And the answer seldom changes. What’s different about customer service today? Not too much. What was right 20 – 30 – 50+ years ago, works today. As my mother told me, “Nancy, there is very little new today, just new people doing it.” Ah…wait…there it is…yes, the new people. That could be part of the problem. We have new people doing customer service, but the core values have remained the same. Please – thank you and you’re welcome, are not new words. They’ve been around FOREVER. They are the gold standard in customer service. But let’s take another topic. Let’s take something like tailoring. How has that changed? Well, if you want to be a tailor you still need a sewing machine, you still need to know how to sew, perhaps lessons, you still need thread, scissors, etc. So, what has changed? Right, it’s the folks wanting to be tailors. It’s the same with any industry, isn’t it really? I could give you industry after industry where it’s not the job that has changed; it’s the people who have changed. So how do we fix that? Simple. We go back

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What’s Your Biggest Frustration in Business Today?

What’s Your Biggest Frustration in Business Today?

By Nancy Friedman, Keynote Speaker; President, Telephone Doctor Customer Service Training   Come on … everyone has one. Whether you’re a business owner, manager or employee. Here’s mine. My biggest frustration is having to convince senior management to invest in customer service training. I often hear from customer service reps and many other employees: “They want and seek better training, but it’s too often put aside for other company ‘priorities.’” Seriously? What’s more important than servicing your customers? The main reason for poor customer service is usually tracked back to lack of proper training. Yet for many companies, customer service is not a priority! Managers are so busy putting out daily fires that they often fail to notice they are losing business by not servicing their customers. Or perhaps worse, they assume their customers are being handled well. Smart businesses that truly care about dealing with the public and providing quality customer service invest in training programs. There’s a direct correlation between poor customer service and lack of customer service training. There’s great frustration knowing you can help a business perform better, but you must convince top management it’s worth the time, money and effort to train their employees in

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Why the word ‘CHANGE’ is so SCARY – And a suggested CHANGE to that.

Why the word ‘CHANGE’ is so SCARY – And a suggested CHANGE to that.

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training DEFINITION: CHANGE; to make different Why is this word so scary to people? The word change is a scary word to some employees. It’s about as welcome as getting an electric shock. Mainly, I believe, it’s because when we hear the word ‘change’ we aren’t sure of what’s going to happen. * We’ll be making some ‘changes’ around here. * This company is going through some ‘changes.’ * Even ‘change’ management is scary. And when I tell my husband, “I’m changing the furniture in the family room” it creates havoc in our house. “Don’t change anything,” he says. Employees particularly get worried when they hear the word ‘change.’ What if you could make the word better? We can! Simply replace the word ‘change’ with a more positive, rewarding word – IMPROVEMENT! * We’ll be making some improvements in this department. * Our company is going through some improvement. * Dick, I’m going to make some improvements in the family room. Who would deny an improvement? Sound much less scary wouldn’t you say? Try it today. Insert ‘improvement’ when you want to use ‘change’ and see the difference. Thank you.

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