Why the word ‘CHANGE’ is so SCARY – And a suggested CHANGE to that.

Why the word ‘CHANGE’ is so SCARY – And a suggested CHANGE to that.

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training DEFINITION: CHANGE; to make different Why is this word so scary to people? The word change is a scary word to some employees. It’s about as welcome as getting an electric shock. Mainly, I believe, it’s because when we hear the word ‘change’ we aren’t sure of what’s going to happen. * We’ll be making some ‘changes’ around here. * This company is going through some ‘changes.’ * Even ‘change’ management is scary. And when I tell my husband, “I’m changing the furniture in the family room” it creates havoc in our house. “Don’t change anything,” he says. Employees particularly get worried when they hear the word ‘change.’ What if you could make the word better? We can! Simply replace the word ‘change’ with a more positive, rewarding word – IMPROVEMENT! * We’ll be making some improvements in this department. * Our company is going through some improvement. * Dick, I’m going to make some improvements in the family room. Who would deny an improvement? Sound much less scary wouldn’t you say? Try it today. Insert ‘improvement’ when you want to use ‘change’ and see the difference. Thank you.

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5 Three Word Phrases to Help Your Day Go Better

By Nancy Friedman, Customer Service Expert, Keynote Speaker, President, Telephone Doctor Customer Service Training Interested in making your day better as well as someone else’s? Read on. There are 5 three word phrases that can do that. Probably more, but we like these a lot. By the way, if YOU have some 3 word phrases that will helps others, let us know. * You’re right. (A contraction I know, but still 3 words.) And are they powerful! Especially when you’ve been in a heated discussion and the other person has legitimate information and you didn’t. To agree and let them know “you’re right” is a powerful statement. You’ll gain a friend, keep a friend and often make a new friend. Especially when you were incorrect and then you let the other person know “you were right.” Powerful. * I love you. Next to “dinner is ready,” this phrase isn’t used enough. Letting those close to you, friends, relatives, and others, know you love them, value them and enjoy them will never go to waste. And we all have heard stories of people who sadly ‘missed the boat’ shall we say and didn’t tell the right person “I love you” in

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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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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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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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We Are Customers To Each Other

By Nancy Friedman, the Telephone Doctor  Everyone’s busy, stressed out and short of time.   Are we forgetting some people?   We usually remember to thank our customers. And we probably don’t have any trouble thanking family. However, there is a group of folks that are often left out of the “thank you” pile.  And that would be our co-workers.  Known as our INTERNAL customers. The folks we spend most of the day with side-by-side. The folks that are thought of as our ‘home away from home’ family.   Sure, we argue and disagree with co-workers just like our family. And that’s OK, because most of us have a family environment in our office. We understand that. It’s our office family.  Our word of the day is: WACTEO.   No need to look it up . . . we made it up. Here are the ground rules for WACTEO: We Are Customers To Each Other:  1.    Understand Your Role – Each employee should know the mission of their organization and the role they play. Those of us who are in a small department of a large company can often times miss the big picture. If you don’t know the mission of your company, ask

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