Sometimes We Hire People Because They’re Breathing. Some New Tips for You.

Sometimes We Hire People Because They’re Breathing. Some New Tips for You.

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training We all get desperate. And it’s not fair to anyone – the prospective employee, the current employee, the employer, the entire company and eventually the customer. If you interview applicants, you know, of course, there are rules, guidelines, laws, things you can never ask them; things you shouldn’t ask them and they’re usually the questions you really want to ask. Most of us know the difference between legal and illegal questions. A few simple examples:   Illegal: Do you have a car? Legal: How will you get to work?   Illegal: How many sick days did you take last year at your last job? Legal: How many days of work did you miss last year?   Illegal: Have you ever been arrested? Legal: Have you ever been convicted of fraud or theft?   Years ago, I came up with some out of the box interviewing questions. They’re simple questions that will get a bit more information than, “Where do you want to be in 3 or 5 years?” “What did you think of your former boss?” Or “What will your former employer say about you?” All good

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A Telephone Doctor Assignment: CALL YOURSELF

A Telephone Doctor Assignment: CALL YOURSELF

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training As an owner, manager, supervisor or any top-level executive, one of your first assignments from the Telephone Doctor is to pick up your telephone, call your office and ask for yourself, a service or a product. That’s right. Call your own office from your home, outside with a cell, or from a friend’s home or office. Ask for yourself, a product or a service your company offers. Be careful, though, it can be very painful. Oh wait? You say you have a very recognizable voice and they’ll know you right away? Then have someone do it for you and be close by so you can hear; or if there’s an extension, use that. Again, be careful. It might be painful. A while back I asked my program audience to do just that when they got back home. A woman came running up to me and yelled, “Well, they’ll recognize my voice.” I said, “Yes, they might if you ask for somebody else, but if you call up and ask for yourself a service or product chances are they won’t.” We cannot fix what we do not know.

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Have You Called You Recently?

Have You Called You Recently?

As an owner, manager, supervisor or any top level executive, one of your first assignments from the Telephone Doctor is to pick up your telephone, call your office and ask for yourself, a service or a product. That’s right. Call your own office from your home, outside with a cell, or from a friend’s home or office. Ask for yourself, a product or a service your company offers. Be careful, though, it can be very painful. Oh wait? You say you have a very recognizable voice and they’ll know you right away? Then have someone do it for you and be close by so you can hear; or if there’s an extension, use that. Again, be careful. It might be painful. A while back I asked my program audience to do just that when they got back home. A woman came running up to me and yelled, “Well, they’ll recognize my voice.” I said, “Yes, they might if you ask for somebody else, but if you call up and ask for yourself a service or product chances are they won’t.” I do it all the time. I call my office and ask, “Is Nancy there?” in a slightly disguised voice

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You Will Not Get a Great Customer Service Experience Without Great Customer Service Training

You Will Not Get a Great Customer Service Experience Without Great Customer Service Training

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training Everyone seems to want to talk about the “customer service experience.” And, yes it’s certainly important. But in order to get to the experience, there needs to be ‘training.’ 8 out of 10 people will never do business with you again and won’t tell you. You’ll never know why. They just go away. 8 out of 10 people will tell 11 others how bad you are and only 1 out of 10 will tell others how good you are. No one aspires to be mediocre, so we need to learn how to soar above it and keep your customers coming back and singing your praises. Learn how to create a customer experience that will put you on the customer service map. There is a direct correlation between a great customer service experience and the training that led to that. Those wonderful companies that give you the great experience you talk about and remember have had some sort of training program. Very few folks have the automatic DNA that makes them great service people without some sort of customer service training. What does your customer service training program

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Let’s Start the Year Off Right

Let’s Start the Year Off Right

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   5 Sayings to Sabotage Your Business There are many, many words and phrases that can and will sabotage your business. And, chances are, your staff is saying some of these now, without your even knowing it – on the phone and in person. You might have even said some of these yourself (ouch!). That’s the bad news. The good news is we’re able to bring to you the top five sabotaging phrases and then show you how to neutralize the effects. “I Have No Idea” This is normally used as an excuse more than anything else. It’s a sure thing that the employee has not been shown how to explain something to the customer (i.e., no product training). This phrase is used as something to say when the employee doesn’t know what to say. When the customer hears “I have no idea” they immediately respond (usually silently) with, “You gotta be kidding me?” There normally is a certain blank stare accompanying this statement. Sad. Instead, try “That’s a great question, let me check and find out.” “It’s Not My Department” Well, then whose is it? Let’s

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