A donation to the Fisher House has been made in your honor. Have a wonderful holiday!

A donation to the Fisher House has been made in your honor. Have a wonderful holiday!

Dear Friends: As Frank Sinatra sang it, “It was a very good year.” And indeed it was! I’m blessed. In honor of all our Telephone Doctor clients, friends and family, a donation is being made to: The Fisher House* Housing and help to our Veterans and their families To those who brought me onsite for a Telephone Doctor program for their team, conference, or sales meeting, thank you for an incredible year. And thank you to the thousands of clients using our www.serviceskills.com platform for your training. We’re proud to be part of helping you communicate better with your customers and co-workers. Have a very merry holiday and much success in 2018! *Fisher House Foundation is best known for a network of comfortable homes where military and veterans’ families can stay at no cost while a loved one is receiving treatment.

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Why Tone of Voice is Important

Why Tone of Voice is Important

By Nancy Friedman, Customer Service Keynote Speaker; President of Telephone Doctor Customer Service Training   When I do webinars, I like to get questions ahead of time if I can. Requesting questions ahead of time from the attendees is a lot of fun and we’re also answering what’s on their minds. Recently, we received the question below: It was timely and relevant, and I wanted to share it so you all can have the information as well – and share it. 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 learning at your webinar. TONE OF VOICE has come up several times recently. Which says to me there are other folks talking and thinking about this as well. One of the biggest complaints I hear is, “She/he didn’t sound happy, friendly, or eager to help.” The short and

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Fake News Has Been Around Awhile

Fake News Has Been Around Awhile

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   I was a young girl when I got my first taste of ‘fake news.’ They didn’t call it that then, but that’s what it was. It simply wasn’t true. The other day someone shared something with me they had heard. I asked, “Were you there?” “Well, NO, I wasn’t” they said. “So, in effect,” I replied, “it’s FAKE NEWS? In other words, you cannot swear to it, can you?” They couldn’t. They had only ‘heard’ about it. Well, I was there at this FAKE NEWS story. It has no sex, booze or drugs in it. Just good old FAKE NEWS. I learned a lesson very young. You might want to share this one to explain the point, or non-point, of FAKE NEWS, especially to the younger set. When I was about 9 or 10 years old, living in an apartment in the South Side of Chicago, we were awoken by the Fire Department coming into the adjoining building. Separate entrances, but the buildings were connect. We ran downstairs out front and saw the fire coming out of our neighbors apartment in that building. It was scary.

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The Service Mentality – Does your team have it?

The Service Mentality – Does your team have it?

By Nancy Friedman, Customer Service Expert; Speaker; President, Telephone Doctor Customer Service Training   Telephone Doctor’s www.serviceskills.com online platform offers 12 series of helpful content to help your team communicate better with their customers and coworkers. This is one of the programs. Most ads have a line of type or two about how well you’ll be treated when you shop or call there. Usually the advertisement reads, “We’re the best” or “Service is our middle name” – something like that. TV, radio, newspapers and the internet are loaded with commercials with companies saying they are very customer service minded. Why then, do we hear so many horror stories about how poorly people are treated? Clearly, not everyone has The Service Mentality. The good news is you can learn the skills of the ‘best.’ No one has a monopoly on a great service mentality. Here are 7 traits that exemplify The Service Mentality #1 – Sympathy / Empathy This trait won as one of the most important characteristics when serving customers. In so many cases you get APATHY, the exact opposite of SYMPATHY. True story: On a recent trip my wallet was stolen. Credit cards, driver’s license and a few dollars…all gone. I got ready to make the

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Will Your Customer Service Pass or Fail This Holiday? 5 Tips to help.

Will Your Customer Service Pass or Fail This Holiday? 5 Tips to help.

By Nancy Friedman, Customer Service Expert, Keynote Speaker, President of Telephone Doctor Customer Service Training. The holidays are fast approaching. Few times are more important for your customer service. The holidays can not only make your financial year a huge success, but it’s also a prime opportunity to gain new customers who will return year-round. However, if employees fail at customer service and are not helpful, knowledgeable, or unpleasant, you not only lose customers and lose future sales, but you also risk the chance of getting slammed on social media. So what can owners and managers do to encourage excellent customer service during the beyond the holiday season? Here are five tips that will help up your game and provide customer service that will generate holiday sales and repeat customers in the new year. * Start some sort of training now, before the holiday shoppers arrive. If you have some customer service training in place, review with your employees and those seasonal workers you are hiring for the holidays. If you don’t have a customer service plan in place, hire an experienced expert to spend a day training your staff. And if you have no time to train, remind your

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One Word Answers

Yes. No. Ok. Monday. Yea. You get the picture. When we answer anyone, let alone a customer, client, friend, family member, coworker, one-word answers are perceived as cold and rude. It’s that simple. If you’re reading this I am going assume you went to 3rd grade and I believe that’s just about where we learn “3 words make a sentence”. Answering with only one word probably won’t get you a RED X or cancel an order – but it makes people feel cheated. I know, I know, “well, Nancy, everyone does it. Well, as my Dad used to say to me when I told him “everyone does it (whatever “it” was) His standard answer to me was “well, Nancy if everyone was going to jump off the Brooklyn Bridge would you?” Let everyone else use one-word answers; but love to have all who care – start saying, “Yes, I will”. Or “Your order will arrive Monday” . Or “Ok, that’s something we can do”. Watch our one minute video One Word answers and see if this all doesn’t make good sense to you. Thank you! (that’s 2 words)

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Will Your Customer Service Pass or Fail? Tips to get an “A.”

Will Your Customer Service Pass or Fail? Tips to get an “A.”

By Nancy Friedman, Customer Service Expert, Keynote Speaker and President of Telephone Doctor Customer Service Training   The holidays are fast approaching. Few times are more important for your customer service. The holidays cannot only make your financial year a huge success, but it’s also a prime opportunity to gain new customers who will return year-round. However, if employees fail at customer service and are not helpful, knowledgeable, or are unpleasant, you not only lose customers and lose future sales, but you also risk the chance of getting slammed on social media. So what can owners and managers do to encourage excellent customer service during and beyond the holiday season? Here are five tips that will help up your game and provide customer service that will generate holiday sales and repeat customers in the new year. * Start some sort of training now, before the holiday shoppers arrive. If you have some customer service training in place, review it with your employees and those seasonal workers you are hiring for the holidays. If you don’t have a customer service plan in place, hire an experienced expert to spend a day training your staff. And if you have no time to train,

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Here are 7 traits that exemplify the Service Mentality

By Nancy Friedman, Customer Service Expert, Speaker, President Telephone Doctor Customer Service Training Pick up any ad and there’s probably a line of type or two of how well you’ll be treated when you shop or call there. Usually the advertisement reads, “We’re the best” … or “Service is our middle name” – something like that. TV, radio, newspapers and the internet are loaded with commercials with companies saying they are very customer service minded. Why then, do we hear so many horror stories about how people are treated? Clearly, not everyone has the Service Mentality.  The good news is you can learn the skills of the ‘best’ No one has a monopoly on a great service mentality. Here are 7 traits that exemplify the Service Mentality #1 Sympathy This trait won hands down as one of the most important characteristics when serving customers. In so many cases you get APATHY, the exact opposite of SYMPATHY. True Story – On a recent trip, my wallet was stolen. Credit cards, driver’s license and, a few dollars… all gone. I got ready to make the appropriate phone calls to each credit card company – 4 in all. “Hi”, I said, “my name is Nancy Friedman. And I

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Words that Drive Customers Away

Words that Drive Customers Away

By Nancy Friedman, Customer Service Keynote Speaker; President of Telephone Doctor Customer Service Training   We call them conversation diverters. Killer words are words that make your customers and your potential customers (and oftentimes friends and family) veer away from the real point of your conversation. So best we eliminate them from our routine and vocabulary. It’s not easy to do. If it were easy to do, everyone would be doing it and we know everyone isn’t doing it. In no order of importance, here are five of the top-rated killer words. Remove them from your sales and presentations as well as your customer interactions and watch the scene go smoother. 1.  “No Problem” – The customer is thinking, “When was I a problem?” Believe we can thank the ‘islands’ for this one. When we take a cruise and ask for anything, what’s the first thing the waiter says? Right, “No problem.” Well on the cruise it may be okay; however, back home it should be: The GOLD STANDARD of: “You’re welcome,” “My pleasure,” “Happy to help,” and a host of other ways to let the customer know you’re glad to do that. “No problem” appears to be a big problem with your

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Most Sales Are Lost Due To Poor Service Than A Poor Product. Nancy Friedman Interview

Most Sales Are Lost Due To Poor Service Than A Poor Product. Nancy Friedman Interview

As posted on https://www.trainerhangout.com/coach-customer-service-nancy-friedman/ Nancy Friedman is one of the top customer service and employee relations experts in the North America. She believes that most sales are lost due to poor service rather than a mediocre product. So it makes a lot of sense to coach customer service to everyone who interacts with customers. In this interview, she tells us how she started off as customer service expert through a delightful accident rather than a strategic plan. Tell us about your journey My journey was a delightful accident. I was working with my husband in his advertising business and had to call our insurance agent. He was out of the office, but the treatment I received from his staff was shocking. The staff at the insurance agent’s office where we had several policies was so bad. Couldn’t do this, couldn’t do that –  everything was negative. So, I called the agent and canceled all my policies. It was no small incident since we were his most significant client. He was floored. Why? He asked. What did he do wrong? I told him he was never there, that I always dealt with his staff, and they were terrible. He asked me to

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Nancy Quoted in Divas On The Go Travel

Nancy Quoted in Divas On The Go Travel

 Nancy quoted: ……According to Nancy Friedman, when it comes to customer relations, no business is more on the front lines than the travel industry.   “From travel agents dealing with their clients, to the major airlines and hotels who field hundreds of customer relations issues and complaints daily, how you treat your clients can make a difference between keeping a customer or seeing them leave for someone else,” said Friedman, the President of Telephone Doctor Customer Service Training Inc. in St. Louis, Missouri. Friedman said that when something goes wrong on a trip, nearly 99 percent of the time the agent is the one that gets blamed.   “Even for bad weather,” she said. “Some of them know how to handle the situation before it arises, but sadly, not enough agents have had proper customer relations training. When I speak to travel groups or agents, I can’t emphasize enough that more business is lost due to poor service and poor treatment than poor product.”   Travel agents and customer relations representatives are on the front line of the business. Friedman said that it’s key that they are knowledgeable, polite, positive and helpful in solving all client issues and problems. https://www.divasonthegotravel.com/news/how-travel-agents-help-when-travel-plans-go-wrong.html

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Never is customer service more important

Never is customer service more important

The holidays are fast approaching. And with it comes hiring additional seasonal workers to meet demand, help shoppers and increase sales. Starting on Black Friday and throughout the holiday season, retailers, restaurants, etc. will be facing the important challenge of providing excellent customer service. Good customer service will help increase holiday sales and gain repeat customers while poor customer service will leave a lasting negative impression and hurt the chance for return shoppers “More business is lost due to poor service and poor treatment than poor product,” says Nancy Friedman, one of the leading customer service experts in the county. “Businesses spend considerable promotional and marketing dollars trying to convince us to buy their products, but if that contact is not handled just right by front line service providers all that money is wasted.” So how can businesses prepare to meet the holidays customer service challenge? Friedman offers these five tips that will help owners and managers up their game and provide customer service that will generate holiday sales and repeat customers in the new year. Start some sort of training now, before the holiday shoppers arrive. If you have some customer service training in place, review with your employees

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Is Your Staff NUMB to Customer Service?

Is Your Staff NUMB to Customer Service?

By Nancy Friedman, President, Telephone Doctor Customer Service, Keynote Speaker   I walked into 3 different stores in a shopping mall the other day. Asked for three separate items. A simple: Do you carry XXX? Got the same blunt “no” all three times. No other offer. No positive alternative. Just a flat REJECTION. How passive. (Oh wait, I did get a “sorry ’bout that.”) Was I surprised? Yes and no. Naturally, my mind went into my training mode and I thought, “Poor things – they didn’t get any training. Not their fault.” But then I thought, “WOW. There’s always a Plan B. Even in selling. Especially in selling!” It felt as though the folks who were there to help me were NUMB – YES, NUMB to customer service. Whose fault is that? What’s your thinking?  The store owner? The store manager? The clerk? Let’s hear from you. By the way, if you’re the store owner or manager, check out our online platform www.serviceskills.com to help your folks and your customers. You’ll thank me, because we’ll help your sales.

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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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