A Great Hiring Tip You Need & May Not Be Using

A Great Hiring Tip You Need & May Not Be Using

By Nancy Friedman, Customer Service Expert; Keynote Speaker; President, Telephone Doctor Customer Service Training I usually start with “This is a true story.” However, since all my stories are ‘true,’ someone told me I don’t need to say that. It’s a waste of your time and mine. So, listen up. Whether you’re hiring for someone who will be handling phone calls or a face-to-face situation, this is one tip I believe is missing from all the questions an applicant is asked in the hiring process. Years ago, I had the pleasure of bringing our Telephone Doctor customer service training programs onsite to one of the largest communication companies in the world. From Texas to Minneapolis; from New York to L.A.; we delivered over 20 programs to the call centers across the country. I still hear from some of the CSR’s. One of the concerns Managers had, and why I was helping and consulting, was the way the calls were being handled. They had complaints of no sympathy, empathy, sounding bored, tone of voice, not answering questions sufficiently, and several other comments/complaints from customers. Managers would eventually handle the calls; however, it shouldn’t have happened at all. They had me listen to

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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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Customer Service Week

COMING SOON Customer Service Week By Nancy Friedman, Keynote speaker, Customer Service, Communication Expert. President Telephone Doctor; Customer Service  Customer Service Week is October 5 thru 9, 2015.  Yet with what’s going on around the world, don’t you agree we all should be celebrating customer service week all year round, not just one week. At least that’s our mentality at Telephone Doctor. But for the time being, let’s at least make it one week. So what will you be doing Customer Service Week for your team members? For your customers? Think about it now if you haven’t; it’ll be here shortly. The day-to-day treatment of how we treat each other, as well as customers, can make or break a business relationship. And since we don’t get a whole lot of time to create that bond of friendship, we need to be aware of the little things that can permanently damage that relationship we try so hard to make. A few ideas: Make that week – negative free. No negative words, thoughts or deeds to anyone Make smiling a condition of employment for that week. Frowners sit in a corner. A phony smile is better than a real frown. (Telephone Doctor motto)

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