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/

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Are You a Phubber?

Are You a Phubber?

JULY IS NATIONAL CELL PHONE COURTESY MONTH. WHY NOT ALL YEAR LONG? WE SURE NEED IT. July is also the 10th anniversary of the iPhone. What a phenomenon! And yet we still know folks who are enjoying the solid, old flip phone. Go figure. Well whichever phone you use, there are manners involved. Most of us know them. But like everything else, refreshers and reminders never hurt. Is there anyone left who hasn’t witnessed two people having dinner and both deeply involved in their cell phone? As our picture headline suggests, ‘Phubbing’ is the act of snubbing people you are with and choosing the phone over them. And listen to this. When was the last time you checked your own cell phone voice mail? Are you married to the boring, non-effective message that came with the phone? Do you have any of the 5 Frustrating Voice Mail Phrases on your phone? Easy to fix that. Make it fun. Smile and create a simple, interesting message. There are many frustrations about cell phone manners; I hear ’em all. This list is only a few. Shoot us your frustrations if they’re not on this list. Airports: If you’re sitting next to strangers,

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5 Frustrating Voice Mail Phrases that are on Your Phone. Bet they are!

5 Frustrating Voice Mail Phrases that are on Your Phone. Bet they are!

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training   When was the last time you checked your own voice mail on your cell phone? Or on your office or home desk phone? My guess? It’s been a while. Check out our 60 second video blog and see if you can move out some of those frustrating phrases. Your callers will appreciate it. 5 Frustrating Voice Mail Phrases 60 SEC VIDEO it. Share and enjoy.

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Does Your Voice Mail or Cell Phone Message Say This? If so, you’re busted!

By: Nancy Friedman, Customer Service Expert, Keynote Speaker, President, Telephone Doctor Customer Service   Merry Christmas? Happy Holidays? Or I’ll be out till June 3?  Hey, Nancy, what’s going on? Well, what’s going on is outdated voice mail messages! In the past few weeks I’ve BUSTED a few of my clients and friends, as well as folks I don’t know, with outdated greetings. It’s done more often that you know. Come on folks, that’s a NO NO. If you’re going to ‘customize’ your voice mail message, that’s great; however, it’s your JOB to double check it at the ‘bewitching’ hour so to speak. Example: If you’re going on vacation and your voice mail says: “Hi, I’m on vacation through June 15. Call Susie at 555-1212 for assistance.” Then make a note on your CALENDAR to DOUBLE CHECK the message on JUNE 16. Make sense? Sure, it’s just common sense. But then we all know, common sense isn’t so common. And, frankly, best you do it yourself rather than giving the job to someone else to do. (One client told me, “Darn it, I told my secretary to change it.” Well guess what? The secretary didn’t do it. There is no good

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Cell Phone Voice Mail Phrases Right Way – Wrong Way

By Nancy Friedman, Customer Service Keynote Speaker, President Telephone Doctor Customer Service    A few months ago we ran a blog/article on what NOT to say on your cell phone voice mail. We had many comments back to us (in loud form), “OK Nancy, if we shouldn’t say those, what should we say?”  Good question.  My first thought is, when is the last time you actually called your own cell phone voice mail and heard what your callers are hearing?  When I ask that question in our customer service programs, I find very, very few attendees have called themselves to hear their own message.  That’s like going out the door without looking in the mirror. Suggest you call your own voice mail before you read on.  If you used any of the 5 Frustrating Cell Phone Phrases, shame on you. Refresher from last blog:  I’m not able to answer my phone – DUH – Really? I’m sorry I missed your call – Useless Your call is very important to me – Useless & Unbelievable Leave your name and number and I’ll return the call ASAP. (Just needs to be “And I will return your call.” You will not exceed anyone’s expectations with ASAP.)

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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 Killer Words to Drive Your Customers Away

By Nancy Friedman, The Telephone Doctor  There are really more, we know that. But what we have found after a survey from our clients is these five killer words always seem to rise to the top. They are conversation diverters. Just as ALWAYS and NEVER are conversation diverters, these five killer words will make your customers and your potential customers 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 5 Killer Words from your sales 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

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Cell Phone Frustrations

by Nancy Friedman, The Telephone Doctor Cell phone frustrations remain high even with the enormous use of them around the world. In a recent Telephone Doctor survey, we received the following cell phone ‘frustrations’ from all over the country. Is yours on this list? There were more; however, these were at the top of the list. Talking on a cell phone while conducting business. Answering a cell phone while talking to someone else in person. Talking loudly in a store/restaurant. Not using the vibrate feature when at work or in a public place. Talking on your cell phone when you’re in the car with others. Using your speakerphone in public. Initiating a cell phone call when others are present. Talking on your cell phone and landline at the same time. Using call waiting. What? I’m not important enough to finish our conversation? People with ‘awful’ voice mail messages. Not answering when called when we know you’re there. When the first thing a person asks is, “Where are you?” Having to listen to the chirps and weird rings and tones some cell phones make. So then what are the 5 voice mail frustrations which are probably on your cell phone voice

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