5 Unique Ways to Get Your Customers to Remember You

5 Unique Ways to Get Your Customers to Remember You

By Nancy Friedman, Founder and President of Telephone Doctor Customer Service Training; Keynote Customer Service Speaker If you’re in sales, it’s obvious we remember our customers. But how do we get them to remember us? Consider these: Number one – When you call a customer, don’t ask them how they are first thing; ask them if they have a moment to talk. It’s very considerate. Very few others do this. Be the one that DOES, to be remembered. Number two – When you do have a good phone conversation, send a short email acknowledging it as soon as you’re off the phone. And yes, keep it SHORT. That’s not the time to send a squeal to Gone With the Wind. Also, same process after a face-to-face meeting as well. Don’t wait too long to do this. Number three – After each order you get from a customer, send a handwritten thank you note. You will stand out. They will remember you. Number four – Make them laugh. I have never met anybody who didn’t enjoy laughing. You don’t need to tell a joke to make somebody feel good or laugh. When you hear the laughter, they will remember you. Number

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The Customer Experience Starts Here

The Customer Experience Starts Here

By Nancy Friedman, Founder & President of Telephone Doctor Customer Service Training, and Keynote Customer Service Speaker   Every business has a phone and every phone has someone answering it – eventually, in answer to those who are going to say: “what about the automated attendant?” What company doesn’t want to deliver a better customer experience? Not sure anyone will disagree it starts with the first touch of a customer. No matter what channel of communication you use. It’s not rocket science, it’s plain old common sense. And it can start with any of the 6 touch points of customer service. NOT just a phone call. When you talk about the ‘experience’ you’re talking about everything. NOT ONLY ONE THING. You’re talking about EVERYTHING. Here are six touch points of communication and a few ways on how to get it right the first time. Email – There is an art to a great email and delivering a great experience in this channel. Spelling and correct grammar is a key component. Voice Mail – Have you ever called your own cell phone or office phone to hear what your customers hear on the message? It’s an eye-opening experience and normally needs

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What’s Your Customer Service Grade Point Average?

What’s Your Customer Service Grade Point Average?

By Nancy Friedman, Founder & President Telephone Doctor Customer Service Training, Customer Service Speaker   How would you rate your businesses customer service? On an A to F scale? Do you train your employees or do you just wing-it when it comes to customer service? If employees fail at customer service and are not helpful and knowledgeable, OR are unpleasant, your business not only could lose customers and lose future sales, but you also risk the chance of getting virally slammed on social media. So, what can business owners and managers do to encourage excellent customer service? Here are five tips that will help up your game and provide customer service that will generate sales and repeat customers: *    Start some sort of training now! If you have even a small dose of customer service training in place, review it with your employees, often. And if you don’t have a customer service plan, consider bringing in training for your staff. No time to train? Reminders are helpful – “Thank you for your business,” “Thank you for calling” goes a long way, costs nothing, and leaves a positive lasting impression. *    Meet with your staff at the end of each day. Discuss what went wrong

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Are You Writing Handwritten Thank You Notes After Each Sale?

Are You Writing Handwritten Thank You Notes After Each Sale?

By Nancy Friedman, Keynote Speaker, Customer Service Expert; Founder and President, Telephone Doctor Customer Service Training, St. Louis, MO Not sure if I’m unusual or not. (Please don’t ask my friends.) However, after each sale (product or service) I’ve ever made, I write a handwritten thank you note. It’s in my DNA. It’s not “I usually do.” It’s not something “I forget to do.” It’s like brushing my teeth; I do it automatically and as close to the sale as possible. That shows excitement. They’re not long notes. And there is no ulterior motive other than a sincere thank you. I don’t mix in asking for a referral in a thank you note. Then it’s not a thank you note. It’s a manipulative move IMO. But I do know, after a handwritten thank you note, the reception I get on follow up calls appear to be very welcomed. It also appears not too many other folks do it. On the other side of the fence, I don’t get many thank you notes from the vendors I use. And when I do, it makes a mental note to me that says ‘nice, thoughtful, company.’ And certainly person. And I remember that

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Sometimes Even Your Best Friends Won’t Tell You. . .

Sometimes Even Your Best Friends Won’t Tell You. . .

By Nancy Friedman, President, Telephone Doctor Customer Service Training; Keynote Customer Service Speaker Customers will walk and take their business elsewhere if they’re not treated properly on the phone or in person. But how does a business owner find out what the customer really likes or dislikes? Over the years, your customers have told Telephone Doctor what they won’t tell you. Here are TEN things they told us that bothers them. We wanted to share with you. All can be avoided. These are NOT all from one customer or one location. Many and varied, over time. Nobody greeted me when I walked into your store. No one said, “Hello,” no one asked if they could help me, and no one said goodbye when I walked out. Well, at least I wasn’t any trouble. Your sales staff looked tired. Yea, they did. Otherwise why wouldn’t they greet me with a big smile and some enthusiasm? It didn’t look like they even wanted me in the place. I bought a lot. I couldn’t believe no one said, “Thank you.” No one told me to “enjoy my purchase.” I did get a perfunctory, lukewarm, “Have a nice day.” Although it was said to

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Three Killer Words That Drive Customers Away

Three Killer Words That Drive Customers Away

By Nancy Friedman, President, Telephone Doctor Customer Service and Keynote Speaker on Sales, Customer Service and Communication Skills Conversation killers. That’s what they really are. Killer words and phrases help make your customers and your potential customers veer away from the real point of your conversation. 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. 3 of the Top-Rated Killer Buzz Words Are: No Problem – The customer is thinking, “Am I a problem?” When someone does something for you and tells you “thank you,” you simply need the GOLD STANDARD of: “you’re welcome.” Overused and abuse: “No problem” appears to be a big problem with your customers. Lose it. It kills the conversation. Calm Down – Telling someone to Calm Down has never calmed them down. This one makes the hair on the back of their neck stand up. In any movie or TV show we’ve seen, when someone is told to “calm down,” the next words from the other actor are usually: “Don’t you tell me to calm down.” Right! It’s not our job to

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Why Caller ID is Not a Great Idea

Why Caller ID is Not a Great Idea

By Nancy Friedman, Keynote 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! Don’t discriminate. 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 personal note. Because, remember, it

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Boothmanship Customer Service 101

Boothmanship Customer Service 101

By Nancy Friedman, Telephone Doctor; Keynote speaker; President, Telephone Doctor Customer Service Training Anyone who has ever worked a booth at a trade show knows it’s just that – “WORK.” Lots of work. And sometimes, no lunch. Often long hours and the long hours are sometimes not very busy. And believe it or not, not being very busy can make you more tired than when you are busy. Bottom-line, put all those items together and sometimes we forget our customer service manners while working a booth.  Booth customer service is an overlooked art. Here are Telephone Doctor’s top five tips on GREAT booth customer service: EYE CONTACT– This is a face-to-face situation. Eye contact is a must. Looking around the floor show, trying to see who else is around, isn’t good customer service to the person you’re interacting with. Lock eyes with your prospect and give them your complete and undivided attention. Don’t let your head turn on a spindle. FOCUS! EXTEND YOUR HAND – Way too many booth folks don’t do this. Think of it as an in-person store or office visit. Shake hands.Offer yours first. (HUG if you know them. And don’t forget, they have a badge, so use their

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Let’s Start the Year Off Right

Let’s Start the Year Off Right

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   5 Sayings to Sabotage Your Business 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. You might have 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. “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, try “That’s a great question, let me check and find out.” “It’s Not My Department” Well, then whose is it? Let’s

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6 Cardinal Rules of Customer Service

6 Cardinal Rules of Customer Service

By Nancy Friedman, Customer Service Keynote Speaker, President, Telephone Doctor Customer Service Training FACT: The best weapon for a successful business is customer service. It’s all so simple. We will pay more for better service. So whether you’re a small business owner or Hewlett Packard, read on. Here are our Telephone Doctor’s Six Cardinal Rules of Customer Service. Adapting any one these steps will make your day, and more importantly, make the customer’s day, a better experience for you and your company. Cardinal Rule # 1 – People Before Paperwork When someone walks into your place of business or calls you while you’re working on something else, drop everything. Remember, paper can wait, people should not. We’ve all been abused when we go shopping and been ignored only because the employee is doing something else. Remember: People before paperwork. Cardinal Rule # 2 – Rushing Threatens Customers Sure, you may understand something real quick, but rushing the customer along will only lead to them feeling intimidated and you won’t see them coming back to you. Take it easy. Remember, speed is not success! Trying to be “done” with a customer as quickly as possible is seen as being rude and uncaring. Take your time with

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15 Easy Customer Service Tips for the Holiday (OK, Every Day…)

15 Easy Customer Service Tips for the Holiday (OK, Every Day…)

By Nancy Friedman, Keynote Customer Service Expert; President, Telephone Doctor Customer Service Training FACT: Customers go out of their way looking for companies that give great customer service. FACT: Some find it; some don’t. Once a year (at least) and especially at holiday time, it’s healthy to go over a few of the good, old common sense, customer service tips. The ones we all know, yet nice to get a reminder. Our books, Customer Service Nightmares, as well as The Good the Bad and the Ugly, two of our 9 popular books, is proof that customers love to report on how badly they’ve been treated. When asked, they answered in the hundreds – near thousands, with stories about how bad their experience was. (We did get a few ‘good ones’ though.) Here are 15 tips . . . fifteen customer service tips that are good old common sense thoughts, ideas, and skills. Short, sweet and to the point. Enjoy. Share – some folks aren’t aware. 1. “Please,” “thank you” and “you’re welcome” always have been, and always will be, powerful words. Seldom overused. 2. “You’re welcome” is simply the best replacement for “no problem” (and no worries). 3. “Sorry ‘bout

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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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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,

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I Can Get it for You

I Can Get it for You

By Nancy Friedman, Customer Service Speaker; President, Telephone Doctor Customer Service Training   It was in a Las Vegas hotel restaurant. My husband Dick and I were seated quickly enough, but the wait for silverware, water, menu and a waiter seemed forever. (Over ten minutes for sure.) Dick has a lot of patience (he’s never used any). Thankfully, this time he held it in for a while. After more than a few minutes of no service, no water, no menu, no waiter, he waved the closest person on the waitstaff he could see and said to him (and nicely I might add), “We’ve been here a quite a while and we have no water, no menu, no silverware and no waiter.” Without missing a beat and with a big smile, the busboy, who he had waved over said with a lovely Hispanic accent, “I’m the busboy, but I will get it all for you.” And within 45 seconds we had everything – water, menu, silverware and soon, a waiter. Did you notice he didn’t demean his job with, “I’m JUST the busboy”? He WAS the busboy. And he was proud of it. There was no: * I’m not a waiter. *

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The Value of Handwritten Notes/Cards for Business

The Value of Handwritten Notes/Cards for Business

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training A while back I read in Wall Street Journal about a man who asked his son to write a handwritten thank you note and mail it to the person and reminding his son not to forget to put his return address on the envelope. The son asked, “Where do I put the return address? If I recall, he didn’t know where the stamp went either. Depending on how you look at that, it could be sad or funny. Sadly, there is a huge lack of personalized thank you notes not only in business, but in our personal lives as well. While the “I-GEN” may deem handwritten notes ‘unnecessary,’ as some say/feel: “the note didn’t sound as though they meant it” and other odd comments, and yet, there is a definite impact and ROI of handwritten notes in business. My thinking is they better get over that. As an avid note writer, I hear it all the time, “Thank you Nancy. Your note was so well received.” I even get thank you notes for my thank you notes. And several times when I need to send an email thank you

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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

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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,

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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?

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Top 15 Customer Service No No’s

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training Throughout the years, Telephone Doctor has gathered all sorts of information using surveys and finding what things frustrate customers. From this information, we’ve been able to bring you the vignettes in our training programs both online at www.serviceskills.com and onsite, www.nancyfriedman.com, with reality that matters. That’s what makes Telephone Doctor programs so ‘real.’ It’s because they are. The segments produced aren’t ‘made up’ – they’re from YOU. Things, events and situations that have happened to you, me or we have witnessed. No pretend; nothing ‘made up.’ I’ve had things happen in a service situation that I know if we produced people would think, “Oh no, nothing as bad as that could ever happen.” But we know it does, right? And, I’m pretty sure some of the scenarios have happened to YOU as well. In no order of importance, here are the TOP 15 NO NO’s in customer service. Yes, there are more. Way too many for this post. 1.    Employees are having a bad day and their foul mood carries over in conversations with customers. (Everyone has bad days, but customer service employees need to keep theirs to themselves.)

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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

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