Why Tone of Voice is Important

Why Tone of Voice is Important

By Nancy Friedman, Customer Service Keynote Speaker; President of Telephone Doctor Customer Service Training   When I do webinars, I like to get questions ahead of time if I can. Requesting questions ahead of time from the attendees is a lot of fun and we’re also answering what’s on their minds. Recently, we received the question below: It was timely and relevant, and I wanted to share it so you all can have the information as well – and share it. Hi Nancy: My question revolves around how my voice sounds on the telephone. I have recorded messages over and over and I can’t get that happy sound to come across as being natural and genuine. I do want my customers to know that the voice they are hearing belongs to me. So, my question is, what can I do to improve my voice quality? Thank you and I look forward to learning at your webinar. TONE OF VOICE has come up several times recently. Which says to me there are other folks talking and thinking about this as well. One of the biggest complaints I hear is, “She/he didn’t sound happy, friendly, or eager to help.” The short and

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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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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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Have You Ever Called You? Go on, ask for yourself. Do it now. See what happens.

Have You Ever Called You? Go on, ask for yourself. Do it now. See what happens.

By Nancy Friedman, Keynote/Workshop Speaker; President, Telephone Doctor Customer Service Training   You’ll be amazed at the answers. And what your team knows or doesn’t know. It’s one of the best ways to see how your customers are being treated. I do it a lot. Read what happens when I do. And watch our 1:50 video blog on how important it is. CALL YOUR OFFICE & ASK FOR YOU, A SERVICE or A PRODUCT  

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Should You Use a Script or Have a Conversation?

Should You Use a Script or Have a Conversation?

By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   Scripts were designed for actors. END OF SUBJECT! 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 supposed 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, inbound or outbound, with someone poorly reading their script. Yawn, yawn; barf, barf or worse. With a professional script, there are written words for the other person to respond. In your business script, there’s normally only words for what your employee is saying. There are no words for the customer, the responder (the other actor/or the customer). Oh, there may be some things like ‘if the customer says this; you say that. If the customer says that; you say this.’ (Sort of like “eat this; not that.”) So, what happens if the customer says something that makes the rep go off course in your script? Do we say, “Excuse me, sir, that’s not in my script?” Here’s a big time

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“Hi Bob!” Oh my! Maybe it’s NOT BOB???

“Hi Bob!” Oh my! Maybe it’s NOT BOB???

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training Why you need to be VERY CAREFUL using CALLER ID. A short video story on why it’s best to answer all phones – office, home and cell (and whatever other phone you might have), simply with, “Hi, this is….” (I use Nancy. . .you use your own name.) There are too many horror stories of what has happened when you ‘think’ it’s one person and it turns out WHOOPS, it’s not that person. Here’s a 1-minute VIDEO BLOG on why caller ID may be good, but you need to consider the consequences when it’s NOT who you see it is. Enjoy and please share. http://www.nancyfriedman.com/2016/12/20/caller-id-can-dangerous/  

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Are You a Phubber?

Are You a Phubber?

JULY IS NATIONAL CELL PHONE COURTESY MONTH. WHY NOT ALL YEAR LONG? WE SURE NEED IT. July is also the 10th anniversary of the iPhone. What a phenomenon! And yet we still know folks who are enjoying the solid, old flip phone. Go figure. Well whichever phone you use, there are manners involved. Most of us know them. But like everything else, refreshers and reminders never hurt. Is there anyone left who hasn’t witnessed two people having dinner and both deeply involved in their cell phone? As our picture headline suggests, ‘Phubbing’ is the act of snubbing people you are with and choosing the phone over them. And listen to this. When was the last time you checked your own cell phone voice mail? Are you married to the boring, non-effective message that came with the phone? Do you have any of the 5 Frustrating Voice Mail Phrases on your phone? Easy to fix that. Make it fun. Smile and create a simple, interesting message. There are many frustrations about cell phone manners; I hear ’em all. This list is only a few. Shoot us your frustrations if they’re not on this list. Airports: If you’re sitting next to strangers,

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How To Avoid Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul

How To Avoid Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training We’ve all seen it happen. A coworker 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 can’t 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 negative emotion out on someone who wasn’t involved? How RUDE can you get? If emotionally leaking on coworkers certainly isn’t fair,

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Telephone Soft Skills for Everyone

Telephone Soft Skills for Everyone

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President Telephone Doctor Customer Service Training   “Even with all the new technology, people skills are actually more important now,” Bank of America Chief Executive Officer Brian Moynihan said in a recent interview. “Whether it’s providing day-to-day services in our bank branches or managing our data analytics, it’s all about people.” More than ever, what were once known as “soft skills” have become core to economic growth, which implies the need for corporate cultures and values that align with productive, resilient, imaginative people who can be proud of the work they do. In other words, it means becoming a good corporate citizen, whose virtues also bolster the bottom line. We agree, and here’s a LinkedIn comment I happened to receive yesterday and seems appropriate to share: “Nancy knows her stuff when it comes to soft skills training and showing everyone in the organization how to handle phone calls professionally. It may not seem to be that important until you attend her conferences, programs or classroom training. Our organization has used her services and hosted training sessions for thousands of retailers – outstanding results. Thanks, Nancy.” (B.D VP. Digial Comm., BrandSource. Thank you

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I’ve Been Holding “FOREVER”

By Nancy Friedman, Customer Service Expert, Keynote Speaker, President, Telephone Doctor Customer Service How many times have you called a company and asked, “Please put me on hold.” Right! My bet is ZERO. And how many times have you been told “Hang on a second.” Right. My bet is a lot. For many years being put on hold remained the #1 frustration of the American public. Then a few years ago, dear old “automated attendant” crossed the finish line to become the #1 frustration. Note to self: Both are an irritant to the public. The other day I had an email from a client who asked: “Hi Nancy, I wanted to share a frustration with you. I’m hoping you can educate those you communicate with. When someone has to hold for an extended length of time for you, don’t say, “Yes, we are extremely busy.” Apologize please! Telephone Skills are still so very important. So here’s a few tips to make life a bit easier on both sides in all Communication skills, on the phone or in person. When you put someone on hold: * Let them know you’ll get the information they need. * Ask them if they’re able to hold. * Let

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Does Your Voice Mail or Cell Phone Message Say This? If so, you’re busted!

By: Nancy Friedman, Customer Service Expert, Keynote Speaker, President, Telephone Doctor Customer Service   Merry Christmas? Happy Holidays? Or I’ll be out till June 3?  Hey, Nancy, what’s going on? Well, what’s going on is outdated voice mail messages! In the past few weeks I’ve BUSTED a few of my clients and friends, as well as folks I don’t know, with outdated greetings. It’s done more often that you know. Come on folks, that’s a NO NO. If you’re going to ‘customize’ your voice mail message, that’s great; however, it’s your JOB to double check it at the ‘bewitching’ hour so to speak. Example: If you’re going on vacation and your voice mail says: “Hi, I’m on vacation through June 15. Call Susie at 555-1212 for assistance.” Then make a note on your CALENDAR to DOUBLE CHECK the message on JUNE 16. Make sense? Sure, it’s just common sense. But then we all know, common sense isn’t so common. And, frankly, best you do it yourself rather than giving the job to someone else to do. (One client told me, “Darn it, I told my secretary to change it.” Well guess what? The secretary didn’t do it. There is no good

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How Your Business Phone is Answered is CRITICAL

How Your Business Phone is Answered is CRITICAL

By Nancy Friedman, Keynote Speaker; Customer Service Expert, President, Telephone Doctor Customer Service Training   Enthusiasm – Defined as “intense and eager enjoyment, interest or approval.” So bottom line is if your phones aren’t answered with Enthusiasm, “Houston, we have a problem!” One the most often asked questions I get in my conferences across the country is: “Nancy what is the best way to answer our business phone?” Well, I’ve never said Telephone Doctor is the best. Or the only. Or the first. However I do stand behind the fact we are the most effective. Our telephone techniques, tips, skills and ideas are used worldwide with much success. After all we’ve been doing this a long time. So if you’re looking for the most effective method in answering your business phone, if you want to be the most effective on the INITIAL greeting, come along with me and listen. We only need 3 things when we answer a business phone: A Buffer The company or department name Your name Then stop! Anything after your name erases your name. The initial greeting needs to end with your name. Why? Because if you speak after your name, the caller will forget it. (Some

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Do You Suffer From Emotional Leakage?

By Nancy Friedman, Customer Service & Communication Keynote Speaker & President, Telephone Doctor Customer Service, Inc. Emotional Leakage – Getting at 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.

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6 Cardinal Rules of Customer Service

By Nancy Friedman, Keynote Speaker; Customer Service & Communications Expert; and President of Telephone Doctor Customer Service Training   FACT: The best weapon for a successful business is customer service. It’s that simple. We will pay more for better service! So whether you’re a small business owner or Hewlett Packard or only looking for ways to improve, read on. We believe in helping businesses get better at communicating with their customers. To get off on the right foot with your customers whether it’s via phone or face-to-face, or any of the other touch points, here are the Telephone Doctor’s Six Cardinal Rules of Customer Service. Adapting these easy 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, drop everything for that person. Remember, paper can wait, people should not. We’ve all been abused when we go shopping and been ignored and we know how that feels. Let’s not abuse our own customers. Remember: People before paperwork.   Cardinal Rule # 2 – Rushing Threatens Customers Sure,

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Words that Ruin a Relationship

By Nancy Friedman, Keynote Speaker, Customer Service & Communication Expert and President of Telephone Doctor Customer Service Training   DANGEROUS WORDS – NEGATIVE WORDS Or known as conversation diverters. Just as ALWAYS and NEVER are also conversation diverters, below are a few more words/phrase that will make your customers, potential customers, along with 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. Remove these disruptions from your sales, service and any communications and presentations and watch the scene go smoother. “It’s not our policy.” – Ouch! Okay, okay, most every company has policies and it’s something we need to deal with on a daily basis I’m sure. What we realized was it’s not necessarily the policy that’s frustrating, it’s blurting out first and foremost, “It’s not our policy” or in some cases it’s “their” policy. The policy needs to be rephrased so that it starts off in a more positive way. We like to say ‘rejecting gently.’ And rephrasing policies are a good way to explain what’s not gonna happen. Next time

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Top 30 Reasons Sales People Fail

By Nancy Friedman, Speaker, Sales, Customer Service, Communications; President Telephone Doctor Customer Service. We run a pretty good sales team at Telephone Doctor. Several team members have been with us over 15 – 20 years. One even longer. Some have left after 3 weeks. My guess is those that have left, left due to one of these ‘reasons.’ Actually it’s not a guess. One of these reasons is definitely why they left. Like all lists, it’s not final. There are other reasons, however, I believe you’ll agree this is a good start. Share with your sales team.  They don’t practice their skills They’re not flexible They’re not a team player They don’t use their sense of humor They don’t use their imagination They don’t listen to management They make no effort They get too comfortable, too fast They interrupt too often They don’t ask enough open-ended questions They make too many assumptions They’re not sales minded in all areas They’re not able to handle corrective criticism They don’t have enough enthusiasm They have poor time management skills They don’t use their Saturday night personality during the week They don’t have a “Whatever It Takes” mentality They lose their focus They’re not able

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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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