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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“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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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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BEWARE! Caller ID Can Be Dangerous

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President Telephone Doctor Customer Service Training    If this hasn’t happened to you yet, my bet is it will. You see the name or a number you recognize on the phone and pick it up with, “Hi Joe” (or whoever it says). And low and behold – guess what? It’s not Joe. Ok, not terrible. A mistake. But picture this true story: A former assistant’s desk phone rang. It showed the number of her boyfriend on her caller ID. I won’t repeat what she said when she answered. Suffice to say it was rather personal because she “thought” it was her boyfriend. An OMG moment. She came crying into my office telling me what happened. Her boyfriend’s boss was using her boyfriend’s phone at work and, of course, the boyfriend’s name came up on the screen. Yes, it can happen to you. Safest bet? Don’t look. Act surprised. Be great on every call. Or if you do look, use your great same answering skills. Don’t discriminate! Often I hear: Well, it’s JUST “Bob” and poor Bob gets a low grade greeting. Not nice. Bob should get the same greeting as you’d give Taylor Swift. (If

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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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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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Let’s Not Make Customer Service Harder

By Nancy Friedman, the Telephone Doctor/Speaker  In a society where poor customer service is rampant, a well-trained company staff can shine if everyone adopts and commits to some simple service approaches. The result can mean not only keeping your customers happy, but also keeping them period! What is the biggest and most costly customer service mistake in business today? My answer is simple – “We’re just not friendly enough.” Customers should be treated as welcome guests when they call your office. Instead, they’re often treated like an interruption or, even worse, an annoyance. More than 90 percent of all customer service starts with a telephone call. That said, customer service mistakes happen anytime and in many ways. Customers can communicate with your company through any one of the six touch points of communication and any one of these touch points can damage a relationship, often permanently. Email Voice Mail Snail Mail Phone Fax Face-to-Face (We left off texting on purpose. Let’s leave that out for now. More on that later.) Two of these communication tools are what is known as “synchronous;” the other four are “asynchronous.” Synchronous is instant communication, when two or more people are able to communicate immediately

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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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Are You Passive, Average or Proactive?

By Nancy Friedman, The Telephone Doctor   Take the Test and Find Out 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 try 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 wrong with any of these

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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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