How to Handle the Irate Customer

How to Handle the Irate Customer

By: Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training Anyone working in the people business (and that’s pretty much everyone) will tell you that occasional upset, angry, irate customers simply come with the territory. It’s a busy time of year so keeping this short. We’re sharing our ASAP techniques in our effective Telephone Doctor four point plan for calming irate customers and maximizing your chances of retaining their business. A short video for your viewing pleasure. Thanks. Feel free to learn and share. Nancy

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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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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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We Are Customers To Each Other

By Nancy Friedman, the Telephone Doctor  Everyone’s busy, stressed out and short of time.   Are we forgetting some people?   We usually remember to thank our customers. And we probably don’t have any trouble thanking family. However, there is a group of folks that are often left out of the “thank you” pile.  And that would be our co-workers.  Known as our INTERNAL customers. The folks we spend most of the day with side-by-side. 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.  Our word of the day is: WACTEO.   No need to look it up . . . we made it up. Here are the ground rules for WACTEO: We Are Customers To Each Other:  1.    Understand Your Role – Each employee should know the mission of their organization and the role they play. Those of us who are in a small department of a large company can often times miss the big picture. If you don’t know the mission of your company, ask

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