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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Are You Positive or Negative?

By Nancy Friedman, The Telephone Doctor; Keynote Customer Speaker; President, Telephone Doctor Customer Service Training Either way, one needs to practice. It’s easy to practice being positive and it’s much more difficult to practice being negative. Besides it takes more muscles to frown than it does to smile. Why overwork? Our short video on being positive can help you do the right thing.

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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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“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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Sometimes We Hire People Because They’re Breathing. Some New Tips for You.

Sometimes We Hire People Because They’re Breathing. Some New Tips for You.

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training We all get desperate. And it’s not fair to anyone – the prospective employee, the current employee, the employer, the entire company and eventually the customer. If you interview applicants, you know, of course, there are rules, guidelines, laws, things you can never ask them; things you shouldn’t ask them and they’re usually the questions you really want to ask. Most of us know the difference between legal and illegal questions. A few simple examples:   Illegal: Do you have a car? Legal: How will you get to work?   Illegal: How many sick days did you take last year at your last job? Legal: How many days of work did you miss last year?   Illegal: Have you ever been arrested? Legal: Have you ever been convicted of fraud or theft?   Years ago, I came up with some out of the box interviewing questions. They’re simple questions that will get a bit more information than, “Where do you want to be in 3 or 5 years?” “What did you think of your former boss?” Or “What will your former employer say about you?” All good

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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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Have You Called You Recently?

Have You Called You Recently?

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.” I do it all the time. I call my office and ask, “Is Nancy there?” in a slightly disguised voice

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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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Even Santa Claus Double Checks!

Even Santa Claus Double Checks!

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training   “He’s making a list and checking it twice. Gonna find out who’s naughty and nice.” One of my favorites: Be a Double Checker! 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.” Sometimes we need to double check ourselves. Either way, it’s a good habit to get into. What it does is . . . well, this 1:30 video blog says it best. Watch it, enjoy and please share.  

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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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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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What is the # 1 TRAIT WANTED IN AN EMPLOYEE BY AN EMPLOYER?

What is the # 1 TRAIT WANTED IN AN EMPLOYEE BY AN EMPLOYER?

One of the Golden Nuggets Customer Service tips, at our presentations is just that question.  “What’s the #1 Trait in employer wants in an Employee?”  And the audience answers are these and more… Honesty Friendliness Humor Attitude Be on time The list goes on, as you can imagine We surveyed several audiences recently and found the most important trait in an employee is…. Well, watch this short video on the #1 TRAIT wanted from an employee by Employer.

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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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