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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