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.

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Do You Suffer From Emotional Leakage?

By Nancy Friedman, Customer Service & Communication Keynote Speaker & President, Telephone Doctor Customer Service, Inc. Emotional Leakage – Getting at mad at Peter and taking it out on Paul. Not right, not fair, not fun. We’ve all seen it happen. A co-worker comes into work storming angry; mouth turned down in a frown; walks through the office without saying hello to anyone; sits down at his desk and starts barking orders to his coworkers; doesn’t come out of his office; and when his phone rings he picks it up and bellows out: “Yea?” Sad isn’t it? Something must have happened before he got to work and he carried it right inside the building. Telephone Doctor calls this “Emotional Leakage” and we cure it all the time. Hey, it’s no fun to get up on the wrong side of the bed in the morning. And it’s sure not fun to get a flat tire on the way to work or to argue with someone before breakfast. It’s unfortunate that some people aren’t able to shake it off and move on about their business. Emotional leakage is getting mad at Peter and taking it out on Paul. Not right, not fair, not fun.

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Negotiation Cliff Notes for Those in a Hurry

By Nancy Friedman, Keynote Speaker, Customer Service & Communications Expert, President – Telephone Doctor Customer Service Training   Those of us who negotiate normally want short, quick tips to help us. So here are some Cliff Notes to help you in those daily negotiations. And let’s face it, we are always negotiating. Family, business, you name it. I’ve even negotiated with a waitress. Long story. I’ll hold it for another time. But it was negotiating. So here are 8 tips to hang on your wall: 1.      Don’t discount a price right off the bat. 2.      Be strong and confident about your product and price. Your opponent will be seeking price concessions if your delivery is weak. 3.      Delay giving concessions until the end of the conversation. See point 8 below. 4.      Have a “nice” way to reject an offer. There are always feelings involved. 5.      Never underestimate your strength in a negotiation. Your opponent won’t. 6.      Negotiations begin at the beginning of the conversation. From hello on forward. 7.      Avoid ”goodwill” conceding. (i.e., Don’t give things away because ‘the opponent is so nice.’) 8.      When you GIVE something, be sure you GET something back in return. An order? A larger order? A

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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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Words that Ruin a Relationship

By Nancy Friedman, Keynote Speaker, Customer Service & Communication Expert and President of Telephone Doctor Customer Service Training   DANGEROUS WORDS – NEGATIVE WORDS Or known as conversation diverters. Just as ALWAYS and NEVER are also conversation diverters, below are a few more words/phrase that will make your customers, potential customers, along with 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. Remove these disruptions from your sales, service and any communications and presentations and watch the scene go smoother. “It’s not our policy.” – Ouch! Okay, okay, most every company has policies and it’s something we need to deal with on a daily basis I’m sure. What we realized was it’s not necessarily the policy that’s frustrating, it’s blurting out first and foremost, “It’s not our policy” or in some cases it’s “their” policy. The policy needs to be rephrased so that it starts off in a more positive way. We like to say ‘rejecting gently.’ And rephrasing policies are a good way to explain what’s not gonna happen. Next time

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7 Deadly Email Phrases

By Nancy Friedman, Customer Service, Communication Expert, President Telephone Doctor, Customer Service Training  We did a survey a while back at one of my speaking engagements. I wanted to know what really bugged folks about emails they receive. We got a lot of good frustrations, but the top 3 were:  * Poor spelling and grammar (Your, you’re; there, their; here, hear; to, too, two; and many more) * Emails that ramble and are too long * Wrong subject lines  Let’s take them one by one Poor spelling & grammar – Use the old saying “when in doubt, leave it out.” If you’re not sure it’s right – don’t use it. Simple. There are always alternatives. Use those. Emails that are too long – Two to three short paragraphs are perfect. Or if you have a lot of info, use an attachment. Remember, people are getting emails on iPad, iPhone, and even their iWatch. Long rambling emails are deleted or left for later a lot. Wrong subject lines – Yes, not changing the subject line when the information in the email changed from one topic to another was a large irritant. There were many more, but these 3 rose to the

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5 Frustrating Voice Mail/Cell Phone Phrases

By Nancy Friedman, Telephone Doctor® Voice mail (business or cell) remains a large frustration in this busy business world. And it’s not just voice mail. The automated attendant is also on the list. In an effort to help reduce voice mail frustration, here are the five most frustrating phrases that your callers don’t want to hear. I’ll discuss the auto attendant in another blog. Here are the big 5 Most Frustrating Voice Mail phrases. 1. I’m not at my desk right now  DUH? That’s a hot lot of news. What a boring, semi useless statement. Live a little. Let your callers know where you ARE – not where you’re not. Tell them, “I AM in the office all this week” OR “I’m in a sales meeting till 3 pm.” Let them know if you do or don’t check messages. Let them know when you will be back. 2. Your call is very important to me OMG. Really? A big time waster. The caller is thinking, “Well, if I’m so darn important, where the heck are you?” And then again, think about it. Maybe the call isn’t so important to you. You just don’t need this phrase. Semi useless 3. I’m

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Customer Service vs. Common Sense?

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training   We’ve all heard the saying: “Hey, customer service is just plain old common sense.” But then we all know, too, common sense is NOT that common.  Decided to make a quick list of a few common sense things that aren’t so common. See if you agree and love to have you ‘add on’ to the list. There are many more. * Cover your mouth when you yawn, cough or sneeze. * Say “you’re welcome” vs. “no problem” when someone tells you “thank you.” * Smile back at others. * Better yet. SMILE FIRST at others. * Write handwritten thank you notes when you receive a gift. Or get a new customer which is a gift! Save the text for a lunch date. Handwritten notes won’t go out of style. Texting will eventually be replaced with something else. * Bump into someone at the mall, in the hall? Say, “Excuse me.” * Remember you get more with sugar than you do with vinegar. * Stand up when a customer walks into your office or place of business. Greet the customer warmly. * Open doors for others. (Physically and emotionally

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Do You Suffer From Emotional Leakage?

By Nancy Friedman, Keynote Customer Service speaker, President, Telephone Doctor Customer Service, Inc.   Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul. Not right, not fair, not fun. We’ve all seen it happen. A co-worker comes into work storming angry; mouth turned down in a frown; walks through the office without saying hello to anyone; sits down at his desk and starts barking orders to his coworkers; doesn’t come out of his office; and when his phone rings he picks it up and bellows out: “Yea?” Sad isn’t it? Something must have happened before he got to work and he carried it right inside the building. Telephone Doctor calls this “Emotional Leakage” and we cure it all the time. Hey, it’s no fun to get up on the wrong side of the bed in the morning. And it’s sure not fun to get a flat tire on the way to work or to argue with someone before breakfast. It’s unfortunate that some people aren’t able to shake it off and move on about their business. Emotional leakage is getting mad at Peter and taking it out on Paul. Not right, not fair, not fun. Taking a

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Let’s Not Make Customer Service Harder

By Nancy Friedman, the Telephone Doctor/Speaker  In a society where poor customer service is rampant, a well-trained company staff can shine if everyone adopts and commits to some simple service approaches. The result can mean not only keeping your customers happy, but also keeping them period! What is the biggest and most costly customer service mistake in business today? My answer is simple – “We’re just not friendly enough.” Customers should be treated as welcome guests when they call your office. Instead, they’re often treated like an interruption or, even worse, an annoyance. More than 90 percent of all customer service starts with a telephone call. That said, customer service mistakes happen anytime and in many ways. Customers can communicate with your company through any one of the six touch points of communication and any one of these touch points can damage a relationship, often permanently. Email Voice Mail Snail Mail Phone Fax Face-to-Face (We left off texting on purpose. Let’s leave that out for now. More on that later.) Two of these communication tools are what is known as “synchronous;” the other four are “asynchronous.” Synchronous is instant communication, when two or more people are able to communicate immediately

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Listen UP!

by Nancy Friedman, the Telephone Doctor Do you know what the number one skill in sales and service is? I gave you a hint in the title. Right – listening skills. Do we really LISTEN? Most of us ‘hear,’ but do we really listen to what people are saying? Are there any methods, tricks, ideas, tips or techniques to make us better listeners? Yes, there are. Listed below are some of the often used skills of better listeners. What do you think the difference is between listening and hearing? Bottom line: Hearing is physical. Listening is mental. What do some folks do that others don’t in order to be a good listener? It’s pretty simple. Take a TV commercial. Most of us normally hear it, but do we always listen to it? Probably not. Especially if it’s about something we’re not particularly interested in for ourselves. Take the Super Bowl. We talk about the commercials before they’re even on TV. How many can you remember now? My guess is you’ll recall those that were of ‘interest’ to you. We probably ‘heard’ them. We may have watched them. But again, how many did we really listen to? Pay attention to? Below

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Is it a Problem or an Inconvenience?

By Nancy Friedman, Speaker, President Telephone Doctor Customer Service There is a huge difference between a problem and an inconvenience. You know it, I know it and your customers know it. Listen to what HAPPENED TO ME the other day. We ordered a new copy machine at Telephone Doctor. Gentleman brings the machine into the office. As he’s installing the machine, one of the ladies sees the screen has a rather large crack on it and tells the installer. The young man who wheeled in the machine came looking for me to tell me and proudly exclaims, “Mrs. Friedman, we have a problem.” Because I am a problem solver I asked, “What is it?” “Well,” he says, “the screen on the copier machine is cracked.” I say, “Can it be fixed?” He says, “yes ma’am.” “Well, then,” I tell him, “we don’t have a problem, we have a minor inconvenience.” He thought about that and then smiled. “When can it be fixed?” I ask. “Oh, today for sure,” he says. Then I assured him, “We don’t even have an inconvenience.” Why even use the word ‘problem?’ Why alert the customer to that? If you really need to let them know something

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Scripts vs. Conversations

By Nancy Friedman, President / Keynote Customer Service Speaker / Telephone Doctor Customer Service Training   For years I have been working with companies to upgrade, tweak and help with scripts their sales and/or customer service reps. Fast forward. Now we’re trying to get our clients who ask for help with a script to consider going to conversations with aided recall. There is danger and pitfalls to both scripts and conversations though. Let me explain. Scripts were designed for actors. 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 suppose 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 and someone poorly reading their script. Yawn, yawn or worse. And in the professional scripts there are words for everyone (all actors) to respond. In your business script there’s normally only words for what the rep is saying. There are no words for the customer – the responder (the other actor). Oh there may be some things like “if the customer says

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Why “Hi, how are you?” is Semi-Useless

By Nancy Friedman, The Telephone Doctor My mother lived with me in her last years. We enjoyed her sense of humor. Here’s part of what made me realize how useless the phrase, “Hi, how are you?” really is. The house phone rang. Esther answered. The man says, “Hi, Mrs. Friedman, this is Dan from XXX. How are you?” My mother says – without missing a beat, “I’m so glad you called. I have a bad case of diarrhea, a terrible migraine, been vomiting all day, my pacemaker is running slower than normal, and I have a bad rash. How are you?” He said, “Well, compared to you, a hell of a lot better” and hung up. Point being, “Hi, how are you” is semi-useless especially to those we don’t even know. I’ve seen folks pass in the halls, in a mall, in an office, everywhere. One says, “Hi, how are you?” The other says, “Fine, how are you?” No one stops; they’re still walking and nothing was accomplished. I’ve removed “Hi, how are you” from my vocabulary. It’s been replaced with any one of these phrases and I share them with you: Good to see you. Hi, you’re looking well.

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Five Phrases to Sabotage Your Business

By Nancy Friedman, President Telephone Doctor, Customer Service Expert & Engagement Specialist   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 Phrases to Sabotage Your Business today: 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, there normally is a certain blank stare accompanying this statement.

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eCommerce Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service Unless you live under a rock, you know we are well into the era of the internet, online and social media. The demands of customers for superior service have intensified. No argument there. Remember: It’s all about the “experience.” To understand the impact, look at customer communication in two categories: synchronous and asynchronous. Synchronous – meaning that both people communicating need to be on the same device at the same time such as phone, face-to-face, chat, and the like. You ask and you get results immediately. No waiting. Asynchronous, of course, is one-way communication such as fax, voice mail, email and good old snail mail. (Remember that?) When we think of regular customer service, we generally think of face-to-face and telephone interactions. But today suffice to say, there are way more ways to communicate with our customers and the online is a powerful part of that communication. More and more organizations are exploring new opportunities in electronic eCommerce. They sense that they can reach segments of their audiences more quickly and effectively online. With this in mind, there is a greater need than ever before

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11+ Theatre Skills for Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service   What type of theatre experience have you ever had? Why do I ask you that question? Because if you have ever been on stage in a play, part of a band, chorus, dance group, stage manager, grip, sound, prompter, make up, lighting, director, or any form of theatre where the audience and other co-workers are depending on you, then you probably already know the answer to why I ask. And you probably have a great background for customer service! I have a professional theatre background and it has helped my career thrive immensely in the customer service arena. Now, it doesn’t mean if you don’t have a theatre background you won’t be good in customer service, it just means you’ll understand the mentality of customer service faster, and perhaps better. Theatre 101, as I call it, is a perfect pre-curser to being in customer service. It prepares you in the best way for all these topics and many more. I fibbed, there are more than 11 skills. That’s a good thing though. Here they are. * Interacting with others * Being on time *

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Do We Need to Agree With Customers?

By Nancy Friedman, Keynote speaker, Customer Service expert, Engagement Specialist, President Telephone Doctor Customer Service Training   As most of you are aware, all the stories we share with you at our onsite programs and in our newsletters, blogs, etc., are ‘true.’ Nothing is made up. They either happened to me personally, I witnessed them, or I verified the information if I am going to share it. Credibility is key to Telephone Doctor. We don’t make anything up. That being said, I want to share a story that happened to me the other weekend. It’s a clear example of WHY we don’t need to agree with the customer all the time. I went into my bank prepared to make some minor changes to a few accounts. It was a Saturday and the only other folks in the bank were the teller and the one lady (who never gave me her name and had no badge) who tried to help me. I say ‘tried’ because it was a comedy of errors. Now, please know, just because I’m the Telephone Doctor I do not make a big deal out of poor service. I don’t try and teach the person what to do

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7 Characteristics of the Best of the Best

Nancy Friedman, Keynote Speaker, Telephone Doctor  Pick up any ad and there’s probably a line or two of type on how well you’ll be treated when you shop there. Usually the advertisement reads, “We’re the best” or “Service is our middle name” or something like that. The TV, radio and the internet are loaded with commercials for being very customer service minded. Why then, do we hear so many horror stories about how people were treated? Telephone Doctor recently surveyed several companies to seek out the traits, the characteristics, of those that have the service mentality. Clearly not everyone does. The good news is you can learn the skills of the “best.” No one has a monopoly on a great service mentality.  Telephone Doctor culled together the seven traits that were among the highest in the survey. Here are the results.  #1   Empathy This trait won hands down as the most important characteristic when serving customers. In so many cases you get APATHY, the exact opposite of EMPATHY. Simply put, empathy is putting yourself in the other person’s shoes. How would you feel if what happened to them, happened to you? True story: On a recent trip, my wallet

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5 Frustrating Voice Mail/Cell Phone Phrases

By Nancy Friedman, Telephone Doctor®  Voice mail (business or cell) remains a large frustration in this busy business world. And it’s not just voice mail. The automated attendant is also on the list. In an effort to help reduce voice mail frustration, here are the five most frustrating phrases that your callers don’t want to hear. I’ll discuss the auto attendant in another blog. Here are the big 5 Most Frustrating Voice Mail phrases.  1. I’m not at my desk right now  DUH? That’s a hot lot of news. What a boring, semi useless statement. Live a little. Let your callers know where you ARE – not where you’re not. Tell them, “I AM in the office all this week” OR “I’m in a sales meeting till 3 pm.” Let them know if you do or don’t check messages. Let them know when you will be back.  2. Your call is very important to me  OMG. Really? A big time waster. The caller is thinking, “Well, if I’m so darn important, where the heck are you?” And then again, think about it. Maybe the call isn’t so important to you. You just don’t need this phrase. Semi useless  3. I’m

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