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 a Double Checker?

Are You a Double Checker?

By Nancy Friedman, Founder & President of Telephone Doctor Customer Service Training; Keynote & Workshop Speaker at Meetings & Conferences on Customer Service, Communication Skills and Sales   One thing we all know is no one enjoys being rejected. You don’t, I don’t, the folks next door don’t. And certainly, our customers don’t. Negative starts to a sentence are usually poorly received. When something isn’t available, or not ready, or you don’t have it – whatever it is – the words, “Let me double check that for you” will save the day. Every time! Rather than blurting out a negative, start with a positive. Start with, “Let me double check that for you.” Either way, it’s a good habit to get into. Remember – REJECT GENTLY. It speaks VOLUMES. This minute thirty video blog says it best. Watch it, enjoy and please share.

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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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Let’s Talk Voice Mail

Let’s Talk Voice Mail

By Nancy Friedman, Keynote Customer Service Expert; President, Telephone Doctor Customer Service Training   Our surveys are showing voice mail is now running far behind email to reach someone. However, since voice mail is still in use, let’s go over some of the basic guidelines of using voice mail. I often hear “no one returns my voice mails anymore” a lot. Could it be the way your message is left? There was a time, some of us might recall, where there was NO voice mail. No automated attendant. No, “I’m not at my desk right now.” Just good, old fashioned human beings talking with each other. Is there anyone reading this that disagrees, the first voice we hear, when we call a company sets the tone, starts the process, and is the voice that ‘welcome’s the caller’ to the company? I’ve not met anyone who disagrees with that. Then why on earth would we put a dull, monotone, robotic voice on voice mail? Between the automated attendant that greets the public and your own voicemail that says HELLO to the person dialing in direct, why not be GREAT? I’m going to focus on your own voice mail message today. We’ll

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OK? Well, no, okay is NOT okay. Don’t approve a negative.

OK? Well, no, okay is NOT okay. Don’t approve a negative.

By Nancy Friedman, Keynote Customer Service Expert; President, Telephone Doctor Customer Service Training St Louis MO., For a few seasons I was hooked on American Idol. If you’re not familiar with the program (and there are some who aren’t, including my husband!), please keep reading. I believe what we’re talking about here will make sense to you. On the show, when one of the judges ripped into the contestant with negative remarks on how poorly they’ve done and tells them they can’t even imagine how they got this far in the contest and beats them up pretty bad, the contestant usually just said, “OK.” OK? It’s OK I stink? They are approving a negative. What’s wrong with that picture? You and I know they are crying on the inside – mortified and hurt. If your boss told you that you weren’t going to be paid this week, would you say, “OK?” I doubt it! You’d most probably ask, “WHY?” or “What happened?” And, you’d be justified in asking. I’m amazed at the number of people who approve a negative. They say “OK” so quickly without any thought. In customer service when a customer is complaining or wants to cancel an

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Avoiding Excuses

Avoiding Excuses

By Nancy Friedman, Telephone Doctor, Customer Service Expert; President, Telephone Doctor Customer Service Training What’s the best excuse for not giving great customer service you’ve heard? Love to hear them and my bet is you’ve heard a lot of excuses. Excuses are semi-useless. It’s one of the first things we tell our kids when they try and get out of something – “Don’t give me any of your excuses!” No one likes excuses. Especially your customers. The number one trait employers want in an employee is RESPONSIBILITY; stepping up to the plate. When you do that, the issues, concerns etc., can usually be fixed. It’s the excuses that get in the way.  Don’t be an ‘excuse monger.’

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“How Can I Help You?” Is Not Necessary on Initial Greetings

“How Can I Help You?” Is Not Necessary on Initial Greetings

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training “How can I help you?” is not necessary on your initial greeting. You are there to help – that’s why you answered the phone. Besides, “How can I help you?” can get the person who uses it into hot water. Listen to a conversation verbatim that I recently had: I called my bank the few months ago. And that phrase greeted me: “Good Morning, XYZ Bank. This is Mary. How can I help you?” Me: “I just got my statement” I told her, “and it’s wrong.” Mary: “Gee, I can’t help you” came a rapid, bland response. Me: “Then why did you say you could?” I asked. It went downhill from there. The 3-part initial greeting is your handshake – your business card – the open door to your business – it’s what starts the relationship. Sadly, there are way too many companies not paying attention to that area. This is all we need when answering a phone call: “Hi, thanks for calling Telephone Doctor, this is Nancy.” Stop! Anything AFTER your name, erases your name. (Bonus tip: By the way: “Thanks for calling” eliminates saying the

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A Telephone Doctor Assignment: CALL YOURSELF

A Telephone Doctor Assignment: CALL YOURSELF

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training As an owner, manager, supervisor or any top-level executive, one of your first assignments from the Telephone Doctor is to pick up your telephone, call your office and ask for yourself, a service or a product. That’s right. Call your own office from your home, outside with a cell, or from a friend’s home or office. Ask for yourself, a product or a service your company offers. Be careful, though, it can be very painful. Oh wait? You say you have a very recognizable voice and they’ll know you right away? Then have someone do it for you and be close by so you can hear; or if there’s an extension, use that. Again, be careful. It might be painful. A while back I asked my program audience to do just that when they got back home. A woman came running up to me and yelled, “Well, they’ll recognize my voice.” I said, “Yes, they might if you ask for somebody else, but if you call up and ask for yourself a service or product chances are they won’t.” We cannot fix what we do not know.

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You Will Not Get a Great Customer Service Experience Without Great Customer Service Training

You Will Not Get a Great Customer Service Experience Without Great Customer Service Training

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training Everyone seems to want to talk about the “customer service experience.” And, yes it’s certainly important. But in order to get to the experience, there needs to be ‘training.’ 8 out of 10 people will never do business with you again and won’t tell you. You’ll never know why. They just go away. 8 out of 10 people will tell 11 others how bad you are and only 1 out of 10 will tell others how good you are. No one aspires to be mediocre, so we need to learn how to soar above it and keep your customers coming back and singing your praises. Learn how to create a customer experience that will put you on the customer service map. There is a direct correlation between a great customer service experience and the training that led to that. Those wonderful companies that give you the great experience you talk about and remember have had some sort of training program. Very few folks have the automatic DNA that makes them great service people without some sort of customer service training. What does your customer service training program

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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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A Little Quiz for You

A Little Quiz for You

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Read the three scenarios below and ask yourself, “Which type am I? And who do I have on my team?” #1.    The customer says (either on the phone or in person): “Tell you what, I’ve decided not to take the Blue Widget.”          Answer from a PASSIVE person: “OK, thanks. Have a nice day.” Customer feels nothing. Usually disappointed.   #2.    The customer says (either on the phone or in person): “Tell you what, I’ve decided not to take the Blue Widget.”          Answer from an AVERAGE person: “You sure?” Customer feels slighted. Probably could have used a little help.   #3.    The customer says (either on the phone or in person): “Tell you what, I’ve decided not to take the Blue Widget.”           Answer from a PROACTIVE person: “Wow! Sorry to hear that. Are you aware there’s a Widget maker that goes with it at a discounted price? You’ll have several uses for it. Why not try it? You’ll love it.” Customer feels great. Didn’t realize there was an accessory to go with it and buys the Widget and the Widget maker.   See the difference? Now, which one are

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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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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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Business Friendly Customer Service

Business Friendly Customer Service

By Nancy Friedman, Keynote Customer Service Expert on Sales and Communications; President, Telephone Doctor Customer Service Training   When you take the “friendly” out of Business Friendly, the only thing you have left is business – business as usual. And we all know that’s just not good enough. You may be asking yourself, “What exactly is Business Friendly customer service?” We define it as the middle ground between being too cold, impersonal and uncaring, and the other extreme of being too familiar. I’m sure we’ve all experienced both. Here are five points to help you deliver Business Friendly customer service. Every Call is Unique – Don’t Become Desensitized: The customer interaction you perform at the end of the day needs to be as upbeat and helpful as you were with the first one of the day. What happens is often times we get the same questions over and over and it’s easy to become desensitized. We need to remember that to the customer, his question is new to him. And it’s the first time for him; no matter what time of day it is. Solve the Problem – Don’t Argue: You know the old saying “the customer is always right.” Well, the reality is “the

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Will Your Customer Service Pass or Fail This Holiday? 5 Tips to Help.

Will Your Customer Service Pass or Fail This Holiday? 5 Tips to Help.

By Nancy Friedman, Customer Service Expert and Keynote Speaker; 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. STARTERS: * Do 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

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Improving Listening Skills

Improving Listening Skills

By Nancy Friedman, Keynote Speaker, Customer Service and Communication Expert; President, Telephone Doctor Customer Service Training   Listen: Pretend you’re a real estate agent showing a 5-million-dollar home to a nationally known sports star. This sports star and his beautiful actress wife really like the house. If the sale is made, the commission will allow you to buy a new luxury car and pay off a lot of bills. As the sale is about to be closed, the athlete’s cell phone rings and his smile turns to a frown. He has just been traded and will be leaving town. He relays the message to his wife who breaks down and cries. Question: How old is the real estate person? Give up? It’s not a trick. You might want to re-read the scenario. It says pretend you are a real estate salesperson. So how old are you? You might think listening is easy. After all, doesn’t everybody listen? Well, guess what? They don’t! Listening is not the same as hearing. Think about a commercial for a product you have no interest in; it’s easy to tune that information out, isn’t it? Hearing is one thing, but listening and mentally absorbing the thoughts is

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