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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