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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10 Secrets Your Customers Won’t Tell You But We Will

By Nancy Friedman, The Telephone Doctor; Customer Service & Communication Expert; President, Telephone Doctor Customer Service Training   Most business owners know that customers will walk and take their business elsewhere if they’re not treated as they’d like to be. But how does a business owner find out what the customer really likes or dislikes? Surveys are “OK” but in my opinion, not 100% on target. Your customers have told Telephone Doctor Customer Service Training what they won’t tell you. Here are TEN things only your best friend will tell you. (By the way, that would be us).  Dear Telephone Doctor – 1.   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. 2.   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. 3.   I bought a lot of stuff. I couldn’t believe no one said, “Thank you.” No one told me to enjoy my purchase. I did get a luke warm, “Have a

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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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7 Principles of Bad Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President, Telephone Doctor Customer Service Training   A few years ago we surveyed a group of folks on how they felt about getting bad customer service. We found 7 common threads. We labeled them the 7 Principles of Bad Customer Service. Here are the results:   Principle One: They’re Grateful for the Chance to Vent Customers are always grateful for the opportunity to tell others how they were mistreated. It’s pretty much cathartic.   Principle Two: Tomorrow’s Joke Many people joke to vent their frustration about their bad customer service experience and tell these “jokes” about it to pretty much anyone who will listen!   Principle Three: The Memory of an Elephant Customers often don’t forget. Lots of people quote the time elapsed since the unfortunate incident. We had letters telling us “this happened 20 years ago and I can recall everything that happened.” Bad customer service leaves a real bad taste.   Principle Four: “You’re not going to believe this!” Those abused by poor customer service can never seem to accept the fact that it happened. They remain shocked, continue to agonize and happily repeat the conflict. Each story was an “OMG,

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Customer Service vs. Common Sense?

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training   We’ve all heard the saying: “Hey, customer service is just plain old common sense.” But then we all know, too, common sense is NOT that common.  Decided to make a quick list of a few common sense things that aren’t so common. See if you agree and love to have you ‘add on’ to the list. There are many more. * Cover your mouth when you yawn, cough or sneeze. * Say “you’re welcome” vs. “no problem” when someone tells you “thank you.” * Smile back at others. * Better yet. SMILE FIRST at others. * Write handwritten thank you notes when you receive a gift. Or get a new customer which is a gift! Save the text for a lunch date. Handwritten notes won’t go out of style. Texting will eventually be replaced with something else. * Bump into someone at the mall, in the hall? Say, “Excuse me.” * Remember you get more with sugar than you do with vinegar. * Stand up when a customer walks into your office or place of business. Greet the customer warmly. * Open doors for others. (Physically and emotionally

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Do You Suffer From Emotional Leakage?

By Nancy Friedman, Keynote Customer Service speaker, President, Telephone Doctor Customer Service, Inc.   Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul. Not right, not fair, not fun. We’ve all seen it happen. A co-worker comes into work storming angry; mouth turned down in a frown; walks through the office without saying hello to anyone; sits down at his desk and starts barking orders to his coworkers; doesn’t come out of his office; and when his phone rings he picks it up and bellows out: “Yea?” Sad isn’t it? Something must have happened before he got to work and he carried it right inside the building. Telephone Doctor calls this “Emotional Leakage” and we cure it all the time. Hey, it’s no fun to get up on the wrong side of the bed in the morning. And it’s sure not fun to get a flat tire on the way to work or to argue with someone before breakfast. It’s unfortunate that some people aren’t able to shake it off and move on about their business. Emotional leakage is getting mad at Peter and taking it out on Paul. Not right, not fair, not fun. Taking a

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Listen UP!

by Nancy Friedman, the Telephone Doctor Do you know what the number one skill in sales and service is? I gave you a hint in the title. Right – listening skills. Do we really LISTEN? Most of us ‘hear,’ but do we really listen to what people are saying? Are there any methods, tricks, ideas, tips or techniques to make us better listeners? Yes, there are. Listed below are some of the often used skills of better listeners. What do you think the difference is between listening and hearing? Bottom line: Hearing is physical. Listening is mental. What do some folks do that others don’t in order to be a good listener? It’s pretty simple. Take a TV commercial. Most of us normally hear it, but do we always listen to it? Probably not. Especially if it’s about something we’re not particularly interested in for ourselves. Take the Super Bowl. We talk about the commercials before they’re even on TV. How many can you remember now? My guess is you’ll recall those that were of ‘interest’ to you. We probably ‘heard’ them. We may have watched them. But again, how many did we really listen to? Pay attention to? Below

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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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8 Sinful Customer Service Actions

  By Nancy Friedman, Keynote Speaker, Author, President, Telephone Doctor Customer Service This is not MY list. These “sins” are from my audiences who share their views when I speak at conferences across the country. We survey the groups to find out what bothers them from companies. And man, how they love to vent. And they love to let me know what bugs them, what frustrates them, how they want to be treated as a customer. Usually a freewheeling discussion and one that gets my attention a lot. It should get yours. So listen up. Your customers are talking to you. And customer service training can help you. Drum roll please…in no particular order. By the way, these go for on the phone or in person. As a matter of fact, all 6 touch points of communication.   Sin #1: Not smiling Man is that important. Our Telephone Doctor motto: “A phony smile is better than a real frown” would have helped the gal who was trying to help me Saturday. What a poopy face she had on her. I refused to let it get me down or let her infect me at all. I smiled all the way through

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Scripts vs. Conversations

By Nancy Friedman, President / Keynote Customer Service Speaker / Telephone Doctor Customer Service Training   For years I have been working with companies to upgrade, tweak and help with scripts their sales and/or customer service reps. Fast forward. Now we’re trying to get our clients who ask for help with a script to consider going to conversations with aided recall. There is danger and pitfalls to both scripts and conversations though. Let me explain. Scripts were designed for actors. Actors know how to read a script. Most folks don’t. It’s that simple. When you give a person a script they tend to ‘read’ it. Well what’s wrong with that Nancy? Aren’t you suppose to read a script? Yes, but it’s the old ‘HOW’ you read it that counts. We have all been accosted by a phone call and someone poorly reading their script. Yawn, yawn or worse. And in the professional scripts there are words for everyone (all actors) to respond. In your business script there’s normally only words for what the rep is saying. There are no words for the customer – the responder (the other actor). Oh there may be some things like “if the customer says

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Why “Hi, how are you?” is Semi-Useless

By Nancy Friedman, The Telephone Doctor My mother lived with me in her last years. We enjoyed her sense of humor. Here’s part of what made me realize how useless the phrase, “Hi, how are you?” really is. The house phone rang. Esther answered. The man says, “Hi, Mrs. Friedman, this is Dan from XXX. How are you?” My mother says – without missing a beat, “I’m so glad you called. I have a bad case of diarrhea, a terrible migraine, been vomiting all day, my pacemaker is running slower than normal, and I have a bad rash. How are you?” He said, “Well, compared to you, a hell of a lot better” and hung up. Point being, “Hi, how are you” is semi-useless especially to those we don’t even know. I’ve seen folks pass in the halls, in a mall, in an office, everywhere. One says, “Hi, how are you?” The other says, “Fine, how are you?” No one stops; they’re still walking and nothing was accomplished. I’ve removed “Hi, how are you” from my vocabulary. It’s been replaced with any one of these phrases and I share them with you: Good to see you. Hi, you’re looking well.

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Costly Corporate Comments

By: Nancy Friedman, President, Telephone Doctor Customer Service   We have all said them. We have all heard them. They aren’t dirty. They’re not 4 letter words. They’re not bad. They are comments that can and do cost your company time and money each time they are said. Why? Because normally they stop the conversation and divert it to something non-related to what’s really at stake or what you’re talking about. These are the top costly corporate comments (yes there are more) and they can be said to anyone; clients, co-workers and family as well. (They’re not in any special order.) Recognize them?         * “I willllllll.”         * “I’ll try.”         * “I thought I did.”         * “I usually do.”         * “I just was going to.” Let’s talk about them: 1.   The “I Willlll” is usually dragged out and often in a very squeaky tone and dragged out enough to annoy the other person – a lot.       It’s normally said because the person ‘forgot’ to do what you asked. 2.   “I’ll Try.” You know what? I expect you to try. That’s a given and frankly, insulting to me. It’s as though you’re telling me,

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Five Phrases to Sabotage Your Business

By Nancy Friedman, President Telephone Doctor, Customer Service Expert & Engagement Specialist   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 Phrases to Sabotage Your Business today: 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, there normally is a certain blank stare accompanying this statement.

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eCommerce Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service Unless you live under a rock, you know we are well into the era of the internet, online and social media. The demands of customers for superior service have intensified. No argument there. Remember: It’s all about the “experience.” To understand the impact, look at customer communication in two categories: synchronous and asynchronous. Synchronous – meaning that both people communicating need to be on the same device at the same time such as phone, face-to-face, chat, and the like. You ask and you get results immediately. No waiting. Asynchronous, of course, is one-way communication such as fax, voice mail, email and good old snail mail. (Remember that?) When we think of regular customer service, we generally think of face-to-face and telephone interactions. But today suffice to say, there are way more ways to communicate with our customers and the online is a powerful part of that communication. More and more organizations are exploring new opportunities in electronic eCommerce. They sense that they can reach segments of their audiences more quickly and effectively online. With this in mind, there is a greater need than ever before

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Scattered, Random Thoughts

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service   As an admitted A.D.D., I’ve always wanted to do an article like this; sharing thoughts that randomly come into my mind. Some are business thoughts and some are personal. Enjoy.  * I really have a hard time with the person who says, “Oh, ok” when I’ve just logged a complaint. It’s as though they didn’t hear me. That’s not the right thing to say when I’m not a happy camper.  * Don’t you hate it when you let someone in front of you in traffic and they don’t wave a thank you?  * Forrest Tucker of F Troop, for those who remember, once told me, “Some folks get overcome with the smell of their own perfume.” Great statement when you realize what he meant.  * Why does the nurse say, “The doctor will be right with you” and then they don’t show up for 45 minutes.  * How about the person who takes the last cup of coffee from the pot and doesn’t make more?  * Ever wonder why some folks aren’t able to laugh at themselves?  * Someone once told me, “Grow old

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11+ Theatre Skills for Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service   What type of theatre experience have you ever had? Why do I ask you that question? Because if you have ever been on stage in a play, part of a band, chorus, dance group, stage manager, grip, sound, prompter, make up, lighting, director, or any form of theatre where the audience and other co-workers are depending on you, then you probably already know the answer to why I ask. And you probably have a great background for customer service! I have a professional theatre background and it has helped my career thrive immensely in the customer service arena. Now, it doesn’t mean if you don’t have a theatre background you won’t be good in customer service, it just means you’ll understand the mentality of customer service faster, and perhaps better. Theatre 101, as I call it, is a perfect pre-curser to being in customer service. It prepares you in the best way for all these topics and many more. I fibbed, there are more than 11 skills. That’s a good thing though. Here they are. * Interacting with others * Being on time *

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I’m in Customer Service, I Can’t Help You

By Nancy Friedman, Speaker, Customer Service Expert, Engagement Specialist, President Telephone Doctor Customer Service   So close yet so far away. A true but short story. The good Lord as my witness, these words were said to me the other day at a high end retail store in St. Louis, MO. Yes, those exact words. “Sorry, I’m in customer service, I can’t help you.” I stared blankly at the young man who said that thinking to myself, “He didn’t really say that did he?” But yes, he did. I had asked for some help to look at some jewelry. The first woman I asked said, “I’m so sorry, I’m with another customer.” Ok, fair, not great, but fair. Then I turned to the young man standing behind the counter and said I’d like to see “that” necklace, pointing to the one I wanted. And with a big smile (cuz he was taught that in customer service class) he said, “I’m sorry, I’m in customer service, I can’t help you.” All I thought after my shock was, wow…what a good blog this will make! I realized after he said it that he was in “their” customer service department, upstairs, probably taking

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How NOT to Answer a Phone Call

By Nancy Friedman, Speaker, Customer Service Expert & Engagement Specialist. Telephone Doctor Customer Service Training A recent email we received below gave us some good ammunition for this blog. While the industry, as you can see, is in the legal profession, believe me, it can happen in every industry. Read on: It’s from an attorney (no jokes, please). “Around 1:00 p.m. today I returned opposing counsel’s telephone call from this morning. The first person that answered the phone took my name and asked me to hold while she checked to see if she was back from lunch. After a short hold she came back on the line and transferred my call. At that point opposing counsel’s assistant answered the phone. She took my name for the second time and put me back on hold. After holding a couple of minutes, opposing counsel’s assistant came back on the line and asked if I could call back in twenty minutes! I am sure that her assistant is telling opposing counsel that I am a jerk because I answered, “No, I am calling her back now.” It’s a well-known fact that the first voice you hear and what they say when you call

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Are You Really Engaged?

By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist.   A short, but ongoing course. Are you really engaged? Do you and your staff really know how to engage and interact with the customers? Do they even know what it means.   Seems as though every year there’s a “new” word in Customer Service. And this year it’s been “engagement.” Engage the customer. What’s it mean? Or better yet: What does it not mean? The answer to what it’s NOT, is – – it’s NOT the customer service experience. Don’t confuse the two. They are quite different. It is: Just as you might imagine….when you might have popped “the question,” (or said “yes” if you were the one being asked), you normally went into what is called an ‘engagement’ period. That’s the time before the marriage. Time to better know and understand someone you’re supposed to spend a lifetime with. Sometimes it’s short and sometimes it’s a longer period of time. But usually there’s an ‘engagement’ period. And so it is with our customers. Before they can “BUY,” before they can become our customer (before we ‘marry’ them), we need to get ‘engaged.’ Make sense? Or starting to?

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7 Characteristics of the Best of the Best

Nancy Friedman, Keynote Speaker, Telephone Doctor  Pick up any ad and there’s probably a line or two of type on how well you’ll be treated when you shop there. Usually the advertisement reads, “We’re the best” or “Service is our middle name” or something like that. The TV, radio and the internet are loaded with commercials for being very customer service minded. Why then, do we hear so many horror stories about how people were treated? Telephone Doctor recently surveyed several companies to seek out the traits, the characteristics, of those that have the service mentality. Clearly not everyone does. The good news is you can learn the skills of the “best.” No one has a monopoly on a great service mentality.  Telephone Doctor culled together the seven traits that were among the highest in the survey. Here are the results.  #1   Empathy This trait won hands down as the most important characteristic when serving customers. In so many cases you get APATHY, the exact opposite of EMPATHY. Simply put, empathy is putting yourself in the other person’s shoes. How would you feel if what happened to them, happened to you? True story: On a recent trip, my wallet

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