NEVER AGAIN!

NEVER AGAIN!

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   Never again will I complain about a simple cold. Never again will I complain I have a headache. Never again will I complain because I broke a fingernail. Never again will I complain because I ran out of milk or toothpaste or hair spray. Never again. The list is endless of what I decided I won’t complain about. And when I forget, and I’m sure I will, I’ll remember Houston, the Florida Keys, Puerto Rico, Mexico City, Las Vegas and now Napa Valley; let alone my friends with cancer and other dreaded diseases who wish a broken nail etc. was all they had to complain about. They’d trade places with me / us in a nano second. I’m tired of those who complain about not having small luxuries. Tired of people complaining when they have so much to be thankful for. A home, a refrigerator, fingers on their hands (let alone a broken nail) a job, a paycheck. Dick and I recently toured the 911 memorial. That experience alone, without the recent tragedies, committed me to consider carefully what I complain about. The little daily inconveniences

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Great Service Starts With A Smile

It might sound simplistic or superficial but delivering superior customer service involves smiling. It doesn’t matter if you’re face-to-face or on the phone with a client, a genuine smile is obvious to that customer. Benefits of smiling include an emotional lift for you, a more friendly approach for the customer and a pleasant, upbeat demeanor for your entire interaction. It’s an easy action to take that pays big dividends.

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Veterans Day Weekend – National boycott of the NFL for Sunday November 12th

Veterans Day Weekend – National boycott of the NFL for Sunday November 12th

In 2012 the NFL had an issue with Tim Tebow kneeling for each game to pray, they also had an issue with Tebow wearing John 3:16 as part of his blackout to avoid glare and made him take it off. In 2013 the NFL fined Brandon Marshall for wearing green cleats to raise awareness for people with mental health disorders…. In 2014 Robert Griffin III (RG3) entered a post-game press conference wearing a shirt that said “Know Jesus Know Peace” but was forced to turn it inside out by an NFL uniform inspector before speaking at the podium. In 2015 DeAngelo Williams was fined for wearing “Find the Cure” eye black for breast cancer awareness. In 2015 William Gay was fined for wearing purple cleats to raise awareness for domestic violence. (not that the NFL has a domestic violence problem…) In 2016 the NFL prevented the Dallas Cowboys from wearing a decal on their helmet in honor of 5 Dallas Police officers killed in the line of duty. In 2016 the NFL threatened to fine players who wanted to wear cleats to commemorate the 15th anniversary of 9/11 So tell me again how the NFL supports free speech and expression?

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4 Useless Words

4 Useless Words

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   Oh, I suppose there are dozens, or even more of them, but our surveys have shown that these four words in starting a conversation have the ability to ‘kill’ the conversation.  HI, HOW ARE YOU? Looks harmless, right? Yet it’s been labeled “social noise.” Especially to those we don’t know at all, haven’t met, and may never see again. USELESS! There are dozens of other ways to open and start a conversation in person or on the phone. A few to give you to start are: * Nice to hear your voice. * Good to meet you. * Glad to talk with you. * Good to see you. * Thanks for taking my call. * You’re looking great. * Glad to make your acquaintance. * You sound/look chipper. * And on and on and on. “Hi how are you” can reduce effectiveness, especially on a first-time call or first-time meeting. Plus, you risk surrendering control of the conversation at a critically early stage. You pass someone in the hall, on the street, wherever; it usually goes like this: “Hi, how are you?” “Fine, how are you?” “Fine.” Done. Over. Nothing. Nada.

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Random Acts of Kindness – Just The Right Time, Don’t You Think?

Random Acts of Kindness – Just The Right Time, Don’t You Think?

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   Recently I’ve read several articles that shared some nice things to do with and for customers. They called them random acts of kindness. They were all good articles. But after I read the articles I felt a pang of not guilt, but something that said to me, “Why just customers. Why not a life act for everyone? Why discriminate?” We have coworkers, friends, family members, students, and even strangers to think about. I’m also not a fan of just being nice or remembering your mom only on Mother’s Day or dad only on Father’s Day. Well, you get the picture. When you have the mentality of doing something nice ‘just because’ and for no reason for people anytime, you won’t need to think about what you can do nice for customers. It will become a standard operating procedure in your daily life. So, I’m looking for some out-of-the-box, even common things, that we all can do daily as a random act of kindness for everyone. If your idea isn’t on my list, I’d like to hear yours. Let the person standing in line behind you at

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Have You Ever Called You? Go on, ask for yourself. Do it now. See what happens.

Have You Ever Called You? Go on, ask for yourself. Do it now. See what happens.

By Nancy Friedman, Keynote/Workshop Speaker; President, Telephone Doctor Customer Service Training   You’ll be amazed at the answers. And what your team knows or doesn’t know. It’s one of the best ways to see how your customers are being treated. I do it a lot. Read what happens when I do. And watch our 1:50 video blog on how important it is. CALL YOUR OFFICE & ASK FOR YOU, A SERVICE or A PRODUCT  

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International Customer Service Week – October 2 – 6, 2017 – Why not celebrate all year long!

International Customer Service Week – October 2 – 6, 2017 – Why not celebrate all year long!

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Many of us are aware that International Customer Service Week is coming soon. Real soon. And most of us are aware we should be celebrating customer service week all year long, not just one week. At least that’s the mentality of Telephone Doctor. But like Mother’s Day, Father’s Day and the other holidays, it’s special. We all know the day-to-day treatment of how we treat customers, as well as each other, can make or break a business relationship. That’s a no brainer. It’s often the little things that can permanently damage that relationship most of us try so hard to make. Let’s face it, it’s difficult to remain helpful, nice, smiling and patient plus everything else you’re expected to do when the customer isn’t any of those. Sometimes you just wanna say, “What is wrong with you?” But we’re taught to hold our tongue and be nice, polite and helpful. Not sure who said it, but there’s an old saying, “Find a job you love and you’ll never work a day in your life.” Assuming you like your job and most of the time it

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10 Things Your Customers Won’t Tell You, But Nancy Friedman, Customer Service Expert, Will

10 Things Your Customers Won’t Tell You, But Nancy Friedman, Customer Service Expert, Will

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Most business owners know that customers will walk, take their business elsewhere, if they’re not treated as they’d like to be; be it a phone call or in person visit. But how does a business owner find out what the customer really likes or dislikes? Surveys are often too late and, as well, often not all that dependable. Here are only a few reasons why you lose customers and they don’t come back. The list is not about one store, but a compilation of many. Nobody greeted me when I walked into your store. No one said, “Hello,” no one asked if they could help me, and no one said goodbye when I walked out. Well, at least I wasn’t any trouble. Your sales staff looked tired. Yea, they did. When they yawned, they didn’t even cover their mouth. It looked as though they didn’t even want me in the place. I bought a lot of stuff. I couldn’t believe no one said, “Thank you.” No one told me to enjoy my purchase. I did get a luke warm, “Have a nice day.” But it was said

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10 Customer Service LinkedIn Tips- You Should Be Using

10 Customer Service LinkedIn Tips- You Should Be Using

1. NEVER use the default invite. Remember the saying, “If you always do what you’ve always done; you’ll always get what you always got.” Why be BLAND? The default invite that ‘comes’ with LinkedIn is at best just “OK.” You need to decide if you want to be OK or better than OK. HINT: Be better than OK. Use a short, but custom invite. Use the name and give a short reason why you’re sending the invite. Could be a referral; could be same college, same fraternity/ sorority, or a group. Something else you found interesting on their profile. But if you’re smart you won’t ever use the default invite; always personalize. Plus, the chances of being accepted just went WAY up when you personalize it. 2. Use endorsements liberally. An endorsement is a compliment. When you endorse someone with good reason (you don’t need a reason), you’re paying them a compliment. Most people I know like to get compliments and like most people I know, they often return the compliment in some way sometime. What about endorsing with no good reason? Well, have you ever told someone they looked nice and, in truth, you didn’t think so, but you

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GOT ELEMENTARY SCHOOL AGE KIDS? Might want to read this

GOT ELEMENTARY SCHOOL AGE KIDS?   Might want to read this

Dear Drivers: Today my daughter who is seven years old started to school as usual – she wore a dark blue dress, with a white color – she had on black shoes and wore blue gloves. Her cocker spaniel – whose name is Coot – sat on the front porch, and whined his canine belief in the folly of education, as she waved goodbye, and started off to the hall of learning. Tonight, we talked about school – she told me about the girl who sits in front of her – the girl with the yellow curls – and the boy across the aisle – who makes funny faces. She told me about her teacher – who has eyes in the back of her head – and about the trees in the school yard – and about the big girl – who doesn’t believe in Santa Claus. We talked about a lot of things – tremendously vital, unimportant things – and then we studied spelling, reading, arithmetic – and then to bed. She’s back there now – back in the nursery – sound asleep with “Princess Elizabeth” (that’s a doll) cuddled in her right arm. You guys wouldn’t hurt her,

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Should You Use a Script or Have a Conversation?

Should You Use a Script or Have a Conversation?

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Scripts were designed for actors. END OF SUBJECT! Actors know how to read a script. Most folks don’t. It’s that simple. When you give a person a script they tend to ‘read’ it. Well what’s wrong with that, Nancy? Aren’t you supposed to read a script? Yes, but it’s the old HOW you read it that counts. We have all been accosted by a phone call, inbound or outbound, with someone poorly reading their script. Yawn, yawn; barf, barf or worse. With a professional script, there are written words for the other person to respond. In your business script, there’s normally only words for what your employee is saying. There are no words for the customer, the responder (the other actor/or the customer). Oh, there may be some things like ‘if the customer says this; you say that. If the customer says that; you say this.’ (Sort of like “eat this; not that.”) So, what happens if the customer says something that makes the rep go off course in your script? Do we say, “Excuse me, sir, that’s not in my script?” Here’s a big time

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Resiliency: A Key Service Mentality

Resiliency: A Key Service Mentality

No matter if customer service is delivered face-to-face, online or over the phone, resiliency is a critically important service mentality. Resiliency is defined as having the ability to bounce back from adversity. We’ve all heard the adage, “You can’t control what happens to you in life, but you can control how you react.” This is especially true for anyone in the customer care business. Client-facing team members regularly must serve as the lightning rod for customers who need to vent their frustration. Being aware of the importance that resiliency plays is the first step to changing behavior. Watch this Video and see for yourself.

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5+ Interview Questions and Tips You Probably Aren’t Using and Should

5+ Interview Questions and Tips You Probably  Aren’t Using and Should

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Sometimes companies hire people because they’re breathing. 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, things you can never ask them; things you shouldn’t ask them and they’re usually the questions you really want to ask them. 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?   These helpful tips are all over the internet. But here are a few more. Years ago, I came up with some out of the box questions and have been using them for a while. Some of the employees who got those questions 15 – 20

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Speakerphone Helpful Hints – One-on-One or Conference Call

Speakerphone Helpful Hints – One-on-One or Conference Call

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Ah yes, speakerphones. Conference calls. Lots of people on one call and so forth. Normally, if it’s a conference call, all parties are aware they’ll be on a speakerphone. Sort of a given. But what about the random call where you gather up 4 to 6 folks to make a call to “JOE” and then you put him on the speakerphone and he wasn’t expecting it? Here are some friendly tips for speakerphones. A few ‘niceties;’ guidelines, if you will. Reminders. Refreshers. Things you probably know already, but others may not. Start the call ONE-ON-ONE. Use the handset to ‘start’ the call; then ask the called party if they’re OK with being placed on a speakerphone. When you make a phone call and start the conversation on the speakerphone without asking, you’re 3 points behind the 8-ball and those 3 points can be very difficult to get back. Once the called party you need is on the line, ask if they mind being put on the speakerphone. And yes, it’s a good idea (and a considerate one too) to explain WHY you’d like the call

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“Hi Bob!” Oh my! Maybe it’s NOT BOB???

“Hi Bob!” Oh my! Maybe it’s NOT BOB???

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training Why you need to be VERY CAREFUL using CALLER ID. A short video story on why it’s best to answer all phones – office, home and cell (and whatever other phone you might have), simply with, “Hi, this is….” (I use Nancy. . .you use your own name.) There are too many horror stories of what has happened when you ‘think’ it’s one person and it turns out WHOOPS, it’s not that person. Here’s a 1-minute VIDEO BLOG on why caller ID may be good, but you need to consider the consequences when it’s NOT who you see it is. Enjoy and please share. http://www.nancyfriedman.com/2016/12/20/caller-id-can-dangerous/  

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Nancy Friedman, Telephone Doctor, Customer Service Expert, speaking at AUTO GLASS SHOW

Nancy Friedman, Telephone Doctor, Customer Service Expert, speaking at AUTO GLASS SHOW

Thursday, October 5, 2017 1:00 p.m. – 2:30 p.m. Providing Superior Customer Service by Phone One of the country’s foremost experts on customer service by phone shares her methods for creating a superior customer telephone experience that helps turn more calls into booked jobs. You’ll learn how to handle price-shoppers, the indecisive, how to deal with insurance issues and how to turn calls into sales. Managers will learn how to manage the CSR function for success. This is Nancy’s second appearance at the Glass Show. http://www.nancyfriedman.com

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Well, It’s Not Cooperstown or Canton, But I’ll Take It With Thanks

Well, It’s Not Cooperstown or Canton, But I’ll Take It With Thanks

Nancy Friedman, President, Telephone Doctor Customer Service Training; Keynote Customer Service Speaker   It’s difficult for me to post about ‘me.’ I’m normally sharing tips, techniques, skills and ideas. Recently I was asked why we hadn’t posted the recent honor of being selected a member of the St. Louis Small Business Hall of Fame (only 6 were selected) on LinkedIn and my other social media. It’s certainly not because I’m embarrassed or ashamed; just that I didn’t think folks were that interested in me. So I held off – until now. A close friend convinced me. He thought you should be aware. So this is written from the heart, and frankly, may not be a very focused blog. It is, however, a heartfelt one. I’ve spent a lifetime building a company whose mission is helping companies communicate better with their customers and coworkers. Simple. Not complicated. And 30 some odd years later we’re still here doing the same old, same old with lots of new and updated material. We hear over and over again: “Thank you Telephone Doctor! The techniques work.” As a member (and maybe even president) of the “keep it simple” club, our focus and dedication remains and will continue to remain, helping companies raise their customer service bar and

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