Complimentary Smiles – Get Yours Now

Complimentary Smiles – Get Yours Now

By Nancy Friedman, Founder, President, Telephone Doctor Customer Service Training, Customer Service Keynote Speaker   Had a super question emailed to me recently: Hi Nancy: My question revolves around how my voice sounds on the telephone. I have recorded messages over and over and I can’t get that happy sound to come across as being natural and genuine. I do want my customers to know that the voice they are hearing belongs to me. So, my question is, what can I do to improve my voice quality? Thank you and I look forward to hearing from you.  TONE OF VOICE raises its head a lot. Which says to me there are other folks talking and thinking about this as well. One of the biggest complaints I hear is, “They didn’t sound happy, friendly, or eager to help.” The short and easy answer is: SMILE! The LONG answer is: When you’re not smiling you can come across as rude, uninterested, unfriendly and just plain not welcoming. Sadly, many people don’t smile when they’re on the phone. They think they’re smiling, but they’re not. And there are those who say and think, “Well, you can’t tell if I’m smiling or not.” Ah, yes, but we can. “A phony smile is better

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R-T-C: Relationship – Trust – Consistency

R-T-C: Relationship – Trust – Consistency

By Nancy Friedman, Founder & President Telephone Doctor Customer Service Training; Customer Service Speaker – GOLD STANDARD TIPS, IDEAS, SKILLS & TECHNIQUES   In interviewing our customers, I found that there were several things they value. Things they want before the product or the service. They boiled down to three basic wants comprising of what we now call the R-T-C factor: Relationship, Trust and Consistency. Let’s go over them: R – – Relationship Building rapport is an overlooked art. Call many companies and the first word shouted at you is: “Name?” No “nice to meet you by phone” or even a “good morning.” There’s very little rapport building found in today’s customer service. Relationship starts within the first 4 to 6 seconds of a phone call or within 30 seconds for an in-person visit. That sets the stage for the rest of the transaction. Plus, it lays the groundwork for possible future business. Rapport building and relationships are vital to every communication exchange. It’s a simple basic process.  T – – Trust If the customer is unable to trust what you say, the relationship will melt to zero. Gaining the trust of your customer is the KEY to relationship. From

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Back to Basics – The Gold Standards Of Customer Service

Back to Basics – The Gold Standards Of Customer Service

By Nancy Friedman, Founder, President, Telephone Doctor Customer Service Training, Keynote Speaker, Customer Service, Communications, Sales   FACT: Customers go out of their way looking for companies who provide great customer service. FACT: Some find it; some don’t. It’s healthy to go over the good old common sense GOLD STANDARD customer service tips. The ones we all know, yet often get left behind. It’s not rocket science, it’s not brain surgery, it’s plain old common sense. But you and I know common sense is not that common. Here are our BACK TO BASIC – GOLD STANDARD customer service tips, thoughts, ideas, skills and techniques. Short, sweet and to the point. Enjoy and share. The world needs it. “Please,” “thank you” and “you’re welcome” always have been, and always will be, powerful words. Seldom overused. “You’re welcome” is the best replacement when told, “thank you.”  (NO PROBLEM/NO WORRIES are on the KILLER WORDS of customer service.) “Sorry ‘bout that” is NOT an apology. It’s a cliche. “My apologies” is better, stronger and more effective when there’s a screw up. “I’m sorry” is when you step on someone’s toes. A frown is a smile upside down. Stand on your head if you must but SMILE, darn it! Show me a picture you don’t like &

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3 Easy Rapport Building Tips For Those Having Trouble Rapport Building

3 Easy Rapport Building Tips For Those Having Trouble Rapport Building

By Nancy Friedman, Founder, President, Telephone Doctor Customer Service, Customer Service Keynote Speaker Rapport building is an art, not a science. Some of you reading this will pass on this article. Why? Because you already know how to rapport build with someone – client, friend, relative, even a stranger. But as good as you are, you may know someone who isn’t that great at rapport building. This is for them. So if you receive this blog from someone, take it as a compliment. Not an insult. Think of it as ‘closing the gap.’ By the way, these tips are for in-person and on the phone. Don’t limit yourself. Number 1: “Hi, how are you?” is NOT an effective rapport building statement. In many cases it’s an annoyance. It’s social noise. For others, it’s an: “I don’t know what else to say.” For sure: It’s NOT a rapport building statement. These are a bit more effective rapport building comments: “Thank you for the call.” – “Great to see you.” – “You’re looking super.” – “Your voice sounds good, have you been in radio?”-  “You’re looking well.” – “So glad to see (or talk with) you.” The list is endless. And notice none of them are:

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