OK? Well, no, okay is NOT okay. Don’t approve a negative.

OK? Well, no, okay is NOT okay. Don’t approve a negative.

By Nancy Friedman, Keynote Customer Service Expert; President, Telephone Doctor Customer Service Training St Louis MO., For a few seasons I was hooked on American Idol. If you’re not familiar with the program (and there are some who aren’t, including my husband!), please keep reading. I believe what we’re talking about here will make sense to you. On the show, when one of the judges ripped into the contestant with negative remarks on how poorly they’ve done and tells them they can’t even imagine how they got this far in the contest and beats them up pretty bad, the contestant usually just said, “OK.” OK? It’s OK I stink? They are approving a negative. What’s wrong with that picture? You and I know they are crying on the inside – mortified and hurt. If your boss told you that you weren’t going to be paid this week, would you say, “OK?” I doubt it! You’d most probably ask, “WHY?” or “What happened?” And, you’d be justified in asking. I’m amazed at the number of people who approve a negative. They say “OK” so quickly without any thought. In customer service when a customer is complaining or wants to cancel an

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Who is the Telephone Doctor?

Who is the Telephone Doctor?

NANCY FRIEDMAN The Telephone Doctor 1. Your story is so interesting; primarily because you never really wanted to start a telephone sales and service consulting business. Take us back to those early days and tell everyone the story of how you started down the road to becoming America’s Telephone Doctor. It’s a fun story and takes a good hour to tell it right; but let me give you the highlights. I was working at my husband’s advertising business. One day I had to call my insurance agent to discuss something. When I reached the office and asked for him, it was all downhill. The staff could not have been worse. No please, no thank you, no you’re welcome. No nothing. Frustrated after I hung up from the call, I waited until I was in a better frame of mind and called the agent back. When he answered I told him, “Cancel all our accounts.” (We were one of, if not the largest client he had.) I’m pretty sure I heard him fall off his chair and he said, “My gosh Nancy! What happened?” Without missing a beat, I told him. “Your people stink! They’re so rude, they’re so unfriendly, so

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311 Conference Presents Nancy Friedman

311 Conference Presents Nancy Friedman

311 Conference Presents Nancy Friedman, The Telephone Doctor Monday, April 8, 2019 Phoenix, AZ CALL CENTER MANAGERS Exciting News Call Center Magic is what Nancy Friedman, The Telephone Doctor, will bring to our 311 conference in Phoenix this coming April. Nancy, president of Telephone Doctor Customer Service Training, is our keynote speaker. She has been working with call centers around the country throughout her career to help improve communications. Her program, GOLDEN NUGGETS of CUSTOMER SERVICE, is filled with fun, interaction, and tons of ideas, tips, skills and techniques you will take back to your staff and use immediately and forever. Get ahead of the game, and check out Nancy’s website, at www.nancyfriedman.com. Connect with her on LinkedIn so she can tag you with the many pictures she loves to take at conferences. (www.linkedin.com/in/nancyfriedmanspeaker/) Nancy’s program is engaging, interactive and fun. You’ll be laughing and learning throughout the hour. Prizes and surprises throughout. It’s a real don’t miss program opener for 311.

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Ineffective Email Words & Phrases – Are You Guilty?

By Nancy Friedman, Customer Service Expert; President, Telephone Doctor Customer Service Training We did a survey a while back at one of my speaking engagements. I wanted to know what really bugged folks about emails they received. Without hesitation, the top 3 were: * Poor spelling and grammar – Your, you’re; there, their, they’re; here, hear; to, too, two and the list goes on. * Email that are too long; too wordy. * Wrong subject lines that don’t match the body copy. There were others, but these rose to the top. I’m about to share a few of the phrases used in emails that are not very effective. They are not bad; simply useless and unnecessary (i.e., not needed). When these phrases are eliminated, the emails usually read better; sound stronger. Here we go: “Just a note to let you know…”or “Just wanted to say…” or “I’m just checking back to see where we are on the order.” JUST is a weak, wimpy word. Not necessary. In fact, lame and useless. Eliminate the word JUST in your sentences. Read those sentences without the word “just” and see how much stronger they become. “As I (or you) mentioned on the phone”or “Pursuant to our call (conversation, whatever).” Double work, not needed, not

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A. S. A. P. – How to Handle the Irate Customer

A. S. A. P. – How to Handle the Irate Customer

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President, Telephone Doctor Customer Service Training   ASAP has long been the acronym for “As Soon As Possible” and that, of course, is true in handling a frustrated, irate customer. However, it’s also an acronym on one of the better ways to ACTUALLY HANDLE the situation. Our 4-point process has helped thousands of companies and folks make the very best of out some most unpleasant circumstances. Use our ASAP technique to effectively diffuse and handle upset, angry, irate customers: Apologize and acknowledge Sympathize and empathize Accept responsibility Prepare to help Feelings are key. We need to apologize sincerely, immediately, and follow up with action. Insincere responses, such as “Oh, I’m sorry,” won’t help and could even cause additional damage. Imagine you were the customer with that experience and ask yourself how you would want it handled. Let’s break it down step-by-step. Watch this short video. 

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Avoiding Excuses

Avoiding Excuses

By Nancy Friedman, Telephone Doctor, Customer Service Expert; President, Telephone Doctor Customer Service Training What’s the best excuse for not giving great customer service you’ve heard? Love to hear them and my bet is you’ve heard a lot of excuses. Excuses are semi-useless. It’s one of the first things we tell our kids when they try and get out of something – “Don’t give me any of your excuses!” No one likes excuses. Especially your customers. The number one trait employers want in an employee is RESPONSIBILITY; stepping up to the plate. When you do that, the issues, concerns etc., can usually be fixed. It’s the excuses that get in the way.  Don’t be an ‘excuse monger.’

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