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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Negotiating Tips

Negotiating Tips

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training EARLY TIP: Beware of customers who ask for “ballpark prices” unless you’re selling automobiles or houses. Most prices are firm. Try going into Macy’s and asking for the “ball park price” on the product you’re holding. There’s a price tag on the item and it’s not a ball park price! It’s THE price. Or try asking the server in a nice restaurant for the “ball park price” on the steak. Or your insurance agent on the new policy you’re buying, etc., etc. Not gonna happen. You get the picture. But there are ways to negotiate prices. Here are only a few negotiating tips:  Best not to start off with the price right off the bat. Put price in the bottom righthand drawer. Often a price cut will get the salesperson more excited than the prospect. You may think going in with a lower price will make the prospect grateful and give you an easy ‘go’ right away. It usually won’t. If they take your offer of the lower price, that indicates they might have taken it at the rate card price which is where you SHOULD be quoting

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T-L-C for Emails

T-L-C for Emails

Listen up. We did an audience survey at one of my recent speaking engagements. I wanted to know what really bugged folks about emails they received. Without hesitation, the top 3 were: * Poor spelling and grammar – Your, you’re; there, their, they’re; here, hear; to, too, two and the list goes on. And used by very supposedly, highly educated, smart folks. * Emails that are too long; too wordy. Emails that run several paragraphs that could be said in several sentences. * Subject lines that don’t match the body copy. There were others, but these three rose to the top. Then we talked about useless phrases used in emails. Ineffective words and phrases that could be left out. They’re not bad; simply useless and unnecessary (i.e., not needed). When these phrases are eliminated, the emails usually read better; sound stronger. Here we go: 1. “Just a note to let you know…” or “Just wanted to say…” or “I’m just checking back to see where we are on the order.” JUST is a weak, wimpy word. Not necessary. In fact, lame and useless. Eliminate the word JUST in your sentences. Read those sentences without the word “just” and see how

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Making Cold Calls? How to Handle Call RELUCTANCE and Call REJECTION

Making Cold Calls? How to Handle Call RELUCTANCE and Call REJECTION

By: Nancy Friedman, Keynote Speaker; President, Telephone Doctor Customer Service Training   A while back I was speaking at the prestigious Million Dollar Round Table conference and at the end of the presentation, during our Q & A, an insurance salesman asked me, “How can I handle call reluctance?” I was slightly taken aback. I really couldn’t imagine a salesperson (an insurance one especially) having call reluctance and being successful. That’s what I call an oxymoron. The two just don’t go together. I asked him if he meant ‘Call Rejection?’ He did not. Call reluctance – the fear of picking up the phone – and making a cold call, is obviously not a great characteristic of a successful salesperson. On the other hand, I understand and can treat ‘call rejection.’ Well, you’re asking, what’s the difference between the two? Big time difference! If you feel you happen to have call reluctance, for whatever reason, meaning you’re obviously reluctant to pick up the phone and make a cold call, start with little steps.  Call for information at a local store.  Call friends and talk with them.  Call folks you haven’t heard from in a while.  Set an achievable goal. Maybe 10 prospecting calls and

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