Why There Are Customer Service Issues

Why There Are Customer Service Issues

By Nancy Friedman, Customer Service Expert; Keynote Speaker; President, Telephone Doctor Customer Service Training   Worth the read. A while back my insurance agent called me to come show his small office how to be better in customer service. Seems as though they were losing business, getting complaints and not doing as well as he felt they should. Even I had had a spotty experience with them and I told him so. So, when he finally called and asked me to come over, I did. I don’t think he had 15 on staff and of all ages. I presented a short, easy version of a NANCY program to get the ball rolling. Sharing things with them that were common sense. Say please, thank you, you’re welcome. Put that smile in your voice. Don’t argue with the customers. Don’t tell the customer you don’t know. Don’t ‘sigh’ when they ask you a question just because you have heard it before. Don’t tell the customer “we can’t do that.” And a few other important tips. The president of the insurance agency was impressed and called me over before I left. “Thank you,” he said gratefully, “we really learned some new things.” I

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How to be an Island of Excellence in an Ocean of Mediocrity

How to be an Island of Excellence in an Ocean of Mediocrity

By Nancy Friedman, Customer Service Speaker; President, Telephone Doctor Customer Service 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. Sad! No one aspires to be mediocre, so we need to learn how to soar above it. We need to keep our customers coming back and singing our praises. How do you create a customer service experience that will put you on the customer service map? What so many folks tend to forget is it’s the first 15 seconds that count; be it a phone call or an in person visit. That’s all the time you get to make that first great impression. So, in a few words, “Ya gotta be quick.” I’m going on vacation, but I wouldn’t leave you hanging without leaving some tips on how to raise the bar. If you know me, you’re probably familiar with these tips. And even if you don’t know me, you may be familiar with them. Point being do you

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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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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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Take the Test – Are you Passive, Average or Proactive?

Take the Test – Are you Passive, Average or Proactive?

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training   Read the scenarios below and ask yourself which type am I? #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 keep it? You’ll love it.” Customer feels great. Didn’t realize there was an accessory with it and buys the Widget and the Widget maker. See the difference? Now, which one are you?   FACT: There is absolutely nothing

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6 Tried & True Listening Tips

6 Tried & True Listening Tips

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   Listening isn’t 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 another thing. That’s why we say listening is an art – not a science. While it’s easy to ‘hear’ what the customer says, great customer service begins with great listening skills. Here are 6 steps to help you become a better listener. And if you think you’re already a pretty good listener, pass this along to someone who could also benefit from improved listening skills. TIP #1 – DECIDE TO BE A BETTER LISTENER In school, you’re taught to read, write, do math, and dozens of other topics. I don’t know about you, but in all my schooling, I don’t ever recall having a course on listening. And yet, as we all know, listening is an important, some would say even a crucial skill. The first step is all about you – your personal commitment to be a better listener. You need to decide to be a

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4 Semi-Useless Words You Use Every Day

4 Semi-Useless Words You Use Every Day

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   HI, HOW ARE YOU? Looks harmless, right? Yet it’s been labeled “social noise.” Especially to those we don’t know, haven’t met, and may never see again. SEMI-USELESS! There are dozens of other ways to open and start a conversation in person or on the phone. A few are: * Nice to hear your voice. * Good to meet you. * Glad to talk with you. * Good to see you. * Thanks for taking my call. * You’re looking great. * Glad to make your acquaintance. * You sound/look chipper. * And so many more. “Hi how are you” can reduce effectiveness, especially on a first-time introduction, call or meeting. And for people you see every day at work, or all the time elsewhere, it’s ineffective as well. Say something creative, unique. You pass someone in the hall at work, on the street, wherever. It usually goes like this: “Hi, how are you?” * “Fine, how are you?” * “Fine.” Done. * Over. * Nothing. * Nada. * SEMI-USELESS. Use a more original, caring comment. You’ll see a big difference. And so will the other person. Again, it’s not bad

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How You Can Fight ONLINE Sales

How You Can Fight ONLINE Sales

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training Seems so many businesses are feeling the technology disruption. The “Amazon Effect,” the popularity and ease of online shopping, and the related changes in consumer behavior and preferences is forcing businesses of all types, large and small, to take a new look at customer service. More business is lost due to poor service and poor treatment than poor product. Companies spend thousands of marketing dollars trying to convince us to buy their products and services, but if that contact is not handled just right at the point of sale, all that money is wasted. Poor customer service and dissatisfaction not only impact sales and return business, but can damage a brand and lead to shaming on social media. Businesses who are concerned about online sales should now invest in customer service training programs. They are so busy trying to survive that they overlook the importance of customer service as a way to counter the online threat. In all businesses, from retail store salespersons, to a greeter at a restaurant, to representatives at a call center, to manufacturing and more…business owners and managers need to train their employees on

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What Does AWESOME Customer Service Look Like? Something like this:

What Does AWESOME Customer Service Look Like? Something like this:

By Nancy Friedman, Keynote Customer Service Speaker – President Telephone Doctor Customer Service Training who provides AWESOME CUSTOMER SERVICE Think of all the words used describing good/great/excellent/etc. service provided. Think of all the companies that say they deliver the best customer service and then don’t. So what does AWESOME look like? Well, it’s not one thing. It’s not one person. It’s a little bit of everything. Here’s a good sample. Names are protected although I really should disclose them for the credit one deserves while the other doesn’t. AWESOME: I walked into a grocery store and picked up an item and said to an employee who happened to be close by: “I think I’ll like this, but I’m not sure.” Without missing a beat, she says, “You know you can take it home, try it, and anything you don’t like – you get your money back.” Wow that was awesome. Felt great. And here’s the other side of the coin: We purchased an exercise 65mm ball. We asked if they could pump it up for us and we’d come back the next day to pick it up. It was about 2 pm. “Absolutely,” she says. “It takes about 30 minutes. We open at 11 am tomorrow,

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The Service Mentality – Does your team have it?

The Service Mentality – Does your team have it?

By Nancy Friedman, Customer Service Expert; Speaker; President, Telephone Doctor Customer Service Training   Telephone Doctor’s www.serviceskills.com online platform offers 12 series of helpful content to help your team communicate better with their customers and coworkers. This is one of the programs. Most ads have a line of type or two about how well you’ll be treated when you shop or call there. Usually the advertisement reads, “We’re the best” or “Service is our middle name” – something like that. TV, radio, newspapers and the internet are loaded with commercials with companies saying they are very customer service minded. Why then, do we hear so many horror stories about how poorly people are treated? Clearly, not everyone has The Service Mentality. The good news is you can learn the skills of the ‘best.’ No one has a monopoly on a great service mentality. Here are 7 traits that exemplify The Service Mentality #1 – Sympathy / Empathy This trait won as one of the most important characteristics when serving customers. In so many cases you get APATHY, the exact opposite of SYMPATHY. True story: On a recent trip my wallet was stolen. Credit cards, driver’s license and a few dollars…all gone. I got ready to make the

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Will Your Customer Service Pass or Fail? Tips to get an “A.”

Will Your Customer Service Pass or Fail? Tips to get an “A.”

By Nancy Friedman, Customer Service Expert, Keynote Speaker and 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. * Start 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 train,

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Words that Drive Customers Away

Words that Drive Customers Away

By Nancy Friedman, Customer Service Keynote Speaker; President of Telephone Doctor Customer Service Training   We call them conversation diverters. Killer words are words that make your customers and your potential customers (and oftentimes friends and family) veer away from the real point of your conversation. So 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. In no order of importance, here are five of the top-rated killer words. Remove them from your sales and presentations as well as your customer interactions and watch the scene go smoother. 1.  “No Problem” – The customer is thinking, “When was I a problem?” Believe we can thank the ‘islands’ for this one. When we take a cruise and ask for anything, what’s the first thing the waiter says? Right, “No problem.” Well on the cruise it may be okay; however, back home it should be: The GOLD STANDARD of: “You’re welcome,” “My pleasure,” “Happy to help,” and a host of other ways to let the customer know you’re glad to do that. “No problem” appears to be a big problem with your

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4 Useless Words

4 Useless Words

By Nancy Friedman, Keynote/Workshop Customer Service Speaker; President, Telephone Doctor Customer Service Training   Oh, I suppose there are dozens, or even more of them, but our surveys have shown that these four words in starting a conversation have the ability to ‘kill’ the conversation.  HI, HOW ARE YOU? Looks harmless, right? Yet it’s been labeled “social noise.” Especially to those we don’t know at all, haven’t met, and may never see again. USELESS! There are dozens of other ways to open and start a conversation in person or on the phone. A few to give you to start are: * Nice to hear your voice. * Good to meet you. * Glad to talk with you. * Good to see you. * Thanks for taking my call. * You’re looking great. * Glad to make your acquaintance. * You sound/look chipper. * And on and on and on. “Hi how are you” can reduce effectiveness, especially on a first-time call or first-time meeting. Plus, you risk surrendering control of the conversation at a critically early stage. You pass someone in the hall, on the street, wherever; it usually goes like this: “Hi, how are you?” “Fine, how are you?” “Fine.” Done. Over. Nothing. Nada.

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International Customer Service Week – October 2 – 6, 2017 – Why not celebrate all year long!

International Customer Service Week – October 2 – 6, 2017 – Why not celebrate all year long!

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Many of us are aware that International Customer Service Week is coming soon. Real soon. And most of us are aware we should be celebrating customer service week all year long, not just one week. At least that’s the mentality of Telephone Doctor. But like Mother’s Day, Father’s Day and the other holidays, it’s special. We all know the day-to-day treatment of how we treat customers, as well as each other, can make or break a business relationship. That’s a no brainer. It’s often the little things that can permanently damage that relationship most of us try so hard to make. Let’s face it, it’s difficult to remain helpful, nice, smiling and patient plus everything else you’re expected to do when the customer isn’t any of those. Sometimes you just wanna say, “What is wrong with you?” But we’re taught to hold our tongue and be nice, polite and helpful. Not sure who said it, but there’s an old saying, “Find a job you love and you’ll never work a day in your life.” Assuming you like your job and most of the time it

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10 Things Your Customers Won’t Tell You, But Nancy Friedman, Customer Service Expert, Will

10 Things Your Customers Won’t Tell You, But Nancy Friedman, Customer Service Expert, Will

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Most business owners know that customers will walk, take their business elsewhere, if they’re not treated as they’d like to be; be it a phone call or in person visit. But how does a business owner find out what the customer really likes or dislikes? Surveys are often too late and, as well, often not all that dependable. Here are only a few reasons why you lose customers and they don’t come back. The list is not about one store, but a compilation of many. 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. When they yawned, they didn’t even cover their mouth. It looked as though they didn’t even want me in the place. 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 nice day.” But it was said

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“OK” is NOT “OK”

“OK” is NOT “OK”

By Nancy Friedman, Customer Service Expert; President, Telephone Doctor Customer Service Training For a few seasons I was hooked on American Idol. Not sure if that was good or bad. But I do know it was a whole lot of fun on a Tuesday night for a while. The three judges, Randy, Paula and Simon, were quite a team. They reminded me of the 3 Little Bears. If you’re not familiar with the program (and there are some who aren’t, including my husband!), please keep reading. I’m thinking what we’re talking about here will make sense to you. On the show, when one of the judges rips 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.” And often times ‘thanked’ the judges. 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

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KILLER WORDS OF CUSTOMER SERVICE & EVERYTHING ELSE

KILLER WORDS OF CUSTOMER SERVICE & EVERYTHING ELSE

By Nancy Friedman, Customer Service Expert; President, Telephone Doctor Customer Service Training This is one of our most popular and request to reprint articles and we felt it was time to share again. As ‘grandma’ use to say, “Anything worth doing well, is worth doing twice.” We call them conversation diverters. Just as ALWAYS and NEVER are. Customer and friends doubt you with those words. Killer words help make your customers and your potential customers veer away from the real point of your conversation. So 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. Here are 5 of the top-rated killer words. Remove them and watch the scene go smoother. There are more, of course. 1. “No Problem.” – The customer is thinking, “When was I a problem?” Believe we can thank the ‘islands’ for this one. When we take a cruise and ask for anything, what’s the first thing the waiter says? Right, “no problem.” Well on the cruise it may be okay; however, back home it needs to be The GOLD STANDARD: “you’re welcome,” “my pleasure,” “happy to help,” and a

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I’ve Never Seen a Hearse Pulling a U-Haul

I’ve Never Seen a Hearse Pulling a U-Haul

Right! You can’t take it with you. By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   I’m a small business owner. They call folks like us ‘entrepreneurs’ and I’m damned proud to be one. But no matter what they call us, we have a small business that we created, or was handed down to us, or we bought. It’s ours. And we get to do pretty much what we want with our business. There are pitfalls of course, but there are pitfalls in every business. So that doesn’t scare me at all. I’d rather make less money and run my own business than have more business and do what someone wants me to do that I don’t like to do. Does that make sense to you? So, I decided to make this article ‘semi-bulletproof’ if you will, for ‘that day.’ That day when we say, “It’s time.” Be it time to retire, time to slow down, time to sell, or just ‘time.’ Maybe just leave early. Take that trip of a lifetime. While succession planning is critical in all small business, it is also critical to be sure the folks who stand by our

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5 Rules to “Getting” Good Customer Service

By Nancy Friedman, Customer Service Expert, President, Telephone Doctor Customer Service Training   Everyone talks about giving good customer service and you can imagine we’re all for that at Telephone Doctor Customer Service Training of course. However, with the upcoming holiday season, nerves get frazzled, tempers get short and frustrations get big. Often for no reason or small reasons. There are a few things we can do to GET better service. If you want to that is. Use our C P R mentality. C – – Stay Calm, Cool and Collected – You’ll get more respect. P – – Be Prepared – Have your receipts ready. R – – And Remember, the person you’re dealing with probably isn’t the person who caused the problem for you. Rule Number one Smile. Even if it’s a phony smile.  When someone is trying to help you and you have this negative vibe coming from you or a down turned expression on your face, it will normally generate right back to you. Yes, it is “their” job to smile at you, but if you want to STAY IN CONTROL, you’ll keep your lips turned upwards. Not down turned. It works. Rule Number Two HUMOR works. When you get the

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9 Ways to Gain the Competitive Edge

9 Ways to Gain the Competitive Edge

By Nancy Friedman, Customer Service Keynote Speaker, President of Telephone Doctor Customer Service Training   Tight economy! Reduced staff! Demanding customers! These days it’s extra challenging to satisfy and keep customers. It’s even more important than ever because customer loyalty is generally considered the primary engine today to retain sales levels and gain an advantage over the competition. It’s been this way for a long time; it’s just getting more attention now. There are hundreds of ways to do better. Want better ROI? Want to improve your customer service? Here are nine we like: * Know your product and services . . . inside and out. Not being knowledgeable about what you’re selling or talking about frustrates customers. An uneducated employee is semi-useless to a customer. Job knowledge is key in any position. If for any reason your company doesn’t offer job knowledge training, make it your own priority to find out as much as you can. Job knowledge is a key ingredient to serving customers. * Believe in your product and services 150%. We know of a salesperson who never had any formal sales training. However, based on the belief in the product, services and contagious enthusiasm, this person

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