Five Sayings to Sabotage Your Business

Five Sayings to Sabotage Your Business

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   There are many, many words and phrases that can, and will, sabotage your business. And, chances are, your staff is saying some of these now, without your even knowing it – on the phone and in person. And worse yet, you’ve probably even said some of these yourself (ouch!). That’s the bad news. The good news is we’re able to bring you the top five sabotaging phrases and then show you how to neutralize the effects. So, get ready. You and your staff are about to be in a much better position to handle the Five Sayings to Sabotage Your Business today: I Have No Idea This is normally used as an excuse more than anything else. It’s a sure thing that the employee has not been shown how to explain something to the customer (i.e., no product training). This phrase is used as something to say when the employee doesn’t know what to say. When the customer hears “I have no idea” they immediately respond (usually silently) with, “You gotta be kidding me?” There normally is a certain blank stare accompanying this statement. Sad. Instead,

Read more

What We Have Here; Is the Failure to Communicate.

What We Have Here; Is the Failure to Communicate.

By Nancy Friedman, Customer Service Expert; President, Telephone Doctor Customer Service Training Communications: Define the word Noun 1. The imparting or exchanging of information or news. “Direct communication between the two countries will produce greater understanding.” Synonyms: transmission, conveyance, divulgence, disclosure A letter or message containing information or news. plural noun: communications synonyms: Message, statement, announcement, report, dispatch, communiqué, letter, bulletin, correspondence “an official communication” 2. Means of connection between people or places, in particular. The means of sending or receiving information, such as telephone lines or computers. plural noun: communications Hmmmmm. Notice anything missing? mis·com·mu·ni·ca·tion ˌmiskəˌmyo͞onəˈkāSHən/ noun plural noun: miscommunications 3. Failure to communicate adequately. Communication. Failure to communicate adequately. Many of us may recall the famous line in the Paul Neuman / George Kennedy Movie; “What we’ve got here is failure to communicate.” (CoolHand Luke if you haven’t seen it.) https://www.imdb.com/title/tt0061512/mediaviewer/rm956369152 You can repeat something over and over and if the person still doesn’t get it; it’s pretty obvious then it’s time to re-phrase it for clearer communications. I hear about failure to communicate, a lot, within companies. And even sometimes, within our own company. If I were to have written the definition of “communications” I might have

Read more

Why the word ‘CHANGE’ is so SCARY – And a suggested CHANGE to that.

Why the word ‘CHANGE’ is so SCARY – And a suggested CHANGE to that.

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training DEFINITION: CHANGE; to make different Why is this word so scary to people? The word change is a scary word to some employees. It’s about as welcome as getting an electric shock. Mainly, I believe, it’s because when we hear the word ‘change’ we aren’t sure of what’s going to happen. * We’ll be making some ‘changes’ around here. * This company is going through some ‘changes.’ * Even ‘change’ management is scary. And when I tell my husband, “I’m changing the furniture in the family room” it creates havoc in our house. “Don’t change anything,” he says. Employees particularly get worried when they hear the word ‘change.’ What if you could make the word better? We can! Simply replace the word ‘change’ with a more positive, rewarding word – IMPROVEMENT! * We’ll be making some improvements in this department. * Our company is going through some improvement. * Dick, I’m going to make some improvements in the family room. Who would deny an improvement? Sound much less scary wouldn’t you say? Try it today. Insert ‘improvement’ when you want to use ‘change’ and see the difference. Thank you.

Read more

Mission Critical: 6 Ways to be a Better Communicator

Mission Critical:  6 Ways to be a Better Communicator

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   FACT: No matter what you call your customers (citizens, members, students, clients, taxpayers, etc. etc. etc.), they are the ones who are providing your organization with its income. The single greatest way a company can distinguish itself from its competition is by the level of service it offers and the higher level of service you offer, the more successful you will be. Communications and listening skills are critical in delivering prime customer service. We’re going to give you a big start, 6 ways you can communicate better. *    Welcome the customer on the phone or in person. A big welcome will set the stage. Be obviously friendly. Be business friendly. Leave out friendly and you are just business as usual. Mediocre. *    Be a good listener. That means give good eye contact as well. Remember, hearing is physical; listening is intellectual. *    Concentrate – then concentrate more. Don’t let your mind wander. Stay with the customer. Give the customer undivided attention. *    Keep an open mind. That means let the customer talk. Don’t try and finish their sentence. Don’t interrupt. *    Give verbal feedback you’re listening. Silence is only golden

Read more

The Do’s and Don’ts of Effective Telephone Skills for EVERYONE

The Do’s and Don’ts of Effective Telephone Skills  for EVERYONE

By Nancy Friedman, Customer Service Keynote speaker; President, Telephone Doctor Customer Service Training Telephone Doctor works with all kinds of people. For whatever reason, there’s a group of these folks who feel they’re in that old ivory tower and exempt themselves from telephone skills training. There is one thing, however, they have all agreed on – that there are always a few good tips from the Telephone Doctor. Here are a few good DO’s and DON’Ts and a LINK to our new book below. 1. DO acknowledge all your phone calls. Somehow. If you’re unable to return a phone call yourself, have it returned on your behalf. Not returning a phone call is like not using your turn signal – rude and sometimes dangerous. (Not returning calls label you as rude.) 2. DO place your own phone calls. Or if you absolutely need to have someone else place a call for you, at least be ready when the person you called is on the line. It’s legendary bad taste to get a call from someone’s assistant and then be put on hold to await Mr./Ms. Self-Important. 3. DO give bad news yourself. Not able to deliver on time? Canceling a

Read more

Is Your Business Being Sabotaged By Your Own Staff?

Is Your Business Being Sabotaged By Your Own Staff?

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training Could be, if your staff is using any of these phrases. There are many, many words and phrases that can, and will, sabotage your business. And chances are your staff is saying some of these now, without your even knowing it – on the phone and in person. And worse yet, you’ve probably even said some of these yourself (ouch!). That’s the bad news. The good news is we’re able to bring to you the top five sabotaging phrases and then show you how to neutralize the effects. So get ready. You and your staff are about to be in a much better position to handle the Five Sayings to Sabotage Your Business: 1. I Have No Idea This is normally used as an excuse than anything else. It’s a sure thing that the employee has not been shown how to explain something to the customer (i.e., no product training). This phrase is used as something to say when the employee doesn’t know what to say. When the customer hears “I have no idea” they immediately respond (usually silently) with, “You gotta be kidding me?” Interestingly enough,

Read more

Ten Do’s and Don’ts Of Effective Telephone Skills & More Where These Came From

Ten Do’s and Don’ts Of Effective Telephone Skills & More Where These Came From

By Nancy Friedman, Customer Service Keynote speaker; President, Telephone Doctor Customer Service Training; Phone Skills Expert   I work with all kinds of companies, executives and staff. For whatever reason, there’s usually a group of folks who feel they’re exempt from telephone skills training. And yet, one thing they all have agreed on is there’s always room for refreshers and good solid tips. So, without any further ado, here are some good, solid tips for everyone on effective telephone skills. 1. DO acknowledge all your phone calls. If you’re unable to return a phone call yourself, have it returned on your behalf. Not returning a phone call is like not using your turn signal – rude and sometimes dangerous. (Not returning calls also labels you as rude.) 2. DO place your own phone calls. Or if you absolutely need to have someone else place a call for you, at least be ready when the person you called gets on the line. It’s legendary bad taste to get a call from someone’s assistant and then be put on hold to await Mr./Ms. Self-Important. 3. DO handle delivering bad news yourself. Not able to deliver a product on time? Canceling an agreement?

Read more

BEWARE: Caller ID Can Be Dangerous

BEWARE: Caller ID Can Be Dangerous

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training If this hasn’t happened to you yet, my bet is it will. You see the name or a number you recognize on the phone and pick it up with, “Hi Joe” (or whoever it says). And low and behold – guess what? It’s not Joe. Safest bet? Don’t look. Act surprised. Be great on every call. Or if you do look, use your professional greetings. Don’t discriminate! I often hear: Well, it’s JUST “Bob” and poor Bob gets a low grade unprofessional greeting. Not nice. Bob should get the same greeting as you’d give Taylor Swift. (If she called you that is.) I’ve been speaking on customer service a long time and I’m asking you to believe me. It’s not worth it to discriminate on how you answer the phone. Watch this 1-minute Video Blog and you’ll see what I mean. Make each call GREAT! Treat each caller as though it was your favorite movie star. Even if you look and see it’s “Bob Smith” who you know and love, that call should be answered as professionally as you would if it’s not. NOT “Hi Bob” or some other

Read more

It Take More Muscles to Frown. Why Overwork?

It Take More Muscles to Frown. Why Overwork?

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   “Nancy, can you really hear a smile?” Yes, you really can hear a smile. And more important, you can also hear the lack of a smile as well. If you happen to already be a smiler, you might want to pass this article on to those who aren’t smiling (or not). SMILE from Webster’s dictionary: SMILE: To smile, be astonished; to have or take on a facial expression, showing pleasure, amusement, affection, friendliness, irony, etc…and characterized by an upward curving of the corners of the mouth and a sparkling of the eyes I like the “sparkling” part. And smiling is something most everyone can easily do. Don’t you wonder why more people don’t smile?  Show me a picture of you that you don’t like and I’ll bet it’s a picture of you without a smile. Say: Eggplant or Cheese? A New York Times review by Roxana Popescu of the book A Brief History of the Smile written by Angus Trumble asks a very good question: “Why do English speaking people say CHEESE to make you smile, but Chinese speakers say Eggplant?”  And Trumble continues, “The spontaneous smile of the little child is essentially truthful.” I’m not

Read more

4 Semi-Useless Words You Use Every Day

4 Semi-Useless Words You Use Every Day

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   HI, HOW ARE YOU? Looks harmless, right? Yet it’s been labeled “social noise.” Especially to those we don’t know, haven’t met, and may never see again. SEMI-USELESS! There are dozens of other ways to open and start a conversation in person or on the phone. A few 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 so many more. “Hi how are you” can reduce effectiveness, especially on a first-time introduction, call or meeting. And for people you see every day at work, or all the time elsewhere, it’s ineffective as well. Say something creative, unique. You pass someone in the hall at work, on the street, wherever. It usually goes like this: “Hi, how are you?” * “Fine, how are you?” * “Fine.” Done. * Over. * Nothing. * Nada. * SEMI-USELESS. Use a more original, caring comment. You’ll see a big difference. And so will the other person. Again, it’s not bad

Read more

BACK TO BASICS 2018 STYLE

BACK TO BASICS 2018 STYLE

By Nancy Friedman, Keynote Speaker – Customer Service, Communications, Sales. President, Telephone Doctor Customer Service Training FACT: Customers go out of their way looking for companies who provide great customer service. FACT: Some find it; some don’t. Once a year (at least) it’s healthy to go over the good old common sense 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. So, at the start of the year, I re-run our BACK TO BASICS article with the hopes they’ll get shared and used. Here are 15 BACK TO BASIC customer service tips that are good old common sense thoughts, ideas, and skills. Short, sweet and to the point. Enjoy and share. 1. “Please,” “thank you” and “you’re welcome” always have been, and always will be, powerful words. Seldom overused. 2. “You’re welcome” is the best replacement when told “thank you.” (NO PROBLEM/NO WORRIES are on the KILLER WORDS of customer service list.) 3. “Sorry ‘bout that” is NOT an apology. It’s a cliché. “My apologies” is better when there’s a screw up. “I’m sorry” is when you step on someone’s

Read more

Why Caller ID Can Be Awkward

Why Caller ID Can Be Awkward

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training Be VERY CAREFUL using CALLER ID. Below is a one-minute video blog on why it’s best to answer all phones – office, home and cell (and whatever other phone you might have), simply with either “Hello” or “Hi, this is….” (I use Nancy. Please use your own name.) There are many horror stories of what has happened when you ‘think’ it’s the name showing up 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/think it is. Enjoy and please share to help others. http://www.nancyfriedman.com/2016/12/20/caller-id-can-dangerous/

Read more

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

Read more

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

Read more

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,

Read more

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

Read more

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

Read more

“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/  

Read more

Short Training Video on Business Friendly Customer Service

Short Training Video on Business Friendly Customer Service

Every call is unique – don’t become desensitized! In most service situations, it’s very common to handle repetitive calls. The same issues over and over. We need to remember that to the customer, this is the first interaction they’ve had with your company today. Always remember that every call is unique. And needs to be treated that way.

Read more

Word of the Day: WACTEO (WAC-TAY-O)

Word of the Day: WACTEO (WAC-TAY-O)

By Nancy Friedman, Keynote Speaker; Customer Service and Communication Expert; President, Telephone Doctor Customer Service Training   In these days, folks are busy, stressed out and short of time. It can be easy to forget to thank folks. It shouldn’t be. However, sadly, it is. We can usually remember to thank our customers because “we’re supposed to.” We probably don’t have any trouble thanking our family members. However, there is a group of folks that are often left out of the “thank you” pile. And that would be our co-workers. The folks we spend most of the day with side-by-side. I’m dedicating this column to our inside customers. The folks that are thought of as our ‘home away from home’ family. Sure, we argue and disagree with co-workers just like our family. And that’s OK, because most of us have a family environment in our office. We understand that. It’s our office family. The word WACTEO comes from the sentence: We Are Customers to Each Other. Pronounced: WOC-TAY-O If every office, large and small, followed some of these guidelines, I’m thinking it would be a better place to work. Understand Your Role – Each employee should know the mission of

Read more