Programs

  • Dynamic Keynote Customer Service Speaker
  • Inspiring * Entertaining * Motivating * Engaging * Results Oriented
  • You’ll laugh and Learn skills that last a life time.

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Golden Nuggets of Customer Service and Sales
How to get Brand & Company Customer Loyalty
(Keynote or Workshop – 60 to 90 minutes)

Most Popular and Requested Program

There's no magic pill, potion or wand to create the loyalty that companies like Apple, Amazon, Zappos, Whole Foods, Disney, Southwest, Chico’s and others get. But Nancy can help get the ball rolling and move the needle with our Telephone Doctor tips and techniques and the F-E-C Factor.

Nancy brings a customized program for you. No templates - no one size fits all - no blah, blah, blah. Each Golden Nugget is uniquely fit for your audience. Fun, Fast, and engaging.

Hell Hath No Fury Like a Customer Scorned
The Five Forbidden Phrases
(Keynote or Workshop – 60 to 90 minutes)

What are those wicked little phrases that instantly turn your customers off?

They frustrate, they annoy, and they cost you business.

As Nancy delivers the Telephone Doctor’s famous FIVE FORBIDDEN PHRASES, you’ll recognize them right away. Learn how to permanently banish them from your vocabulary, and replace them with powerful phrases that build customer loyalty and increase your sales.

This content-rich program is designed to get your customers swearing BY you, not AT you!

How To Be an Island of Excellence
in an Ocean of Mediocrity
10-Point Self-Assessment Quiz
(Workshop – 90 minutes to 2 hours)

See exactly where you and your company stand in delivering the almighty customer experience. Why do you need to know? For starters, consider these surprising customer defection facts:

  • 8 of 10 people who will never do business with you again won’t tell you that. They just go away.
  • 8 of 10 people will tell 11 others how bad you are (yet only 1 of 10 will tell others how good you are!).

No one aspires to mediocrity, so learn how to soar above it! Keep your customers coming back and singing your praises. This interactive session begins with participants taking the Telephone Doctor’s eye-opening 10-point self-assessment quiz. You’ll see where you land on the customer service spectrum, and pinpoint the gap between where you are and where you need to be. Nancy leads participants through each of the 10 points, arming you with customer service and sales tools you can use immediately. Learn how to create a customer experience that will put you on the map as an Island of Excellence!

7 Traits of Being Successful
Leadership – C-Level program
(Keynote – 45 to 60 minutes)

How do you handle growth and change? What about bad news? Or other obstacles that come your way? Does “Apathy” sound familiar? In this program, keynote speaker Nancy Friedman shares how to handle growth and change with grace, and uncovers the strategies behind these 7 leadership traits:

  • Choose Your Attitude In Advance
  • Visualize Success
  • Demonstrate Humor, Energy and Enthusiasm
  • Resist Negative Tendencies
  • Be a "Whatever It Takes Person"
  • Embrace Change; Expect It and Accept It
  • Be Grateful For What You Have
Sales & Communication Skills A to Z
(Workshop – 2 hours – Needs DVD player and screen)

Learn the language of sales from Nancy Friedman, an expert in capturing and navigating the customer contact from lead to sale. From soup to nuts, front to back, and A to Z, this dynamic and interactive sales program is bursting with tips, skills and techniques you’ll use forever.

Whether you’re a seasoned sales executive or just starting out, you’ll walk out of this session prepared to handle every sales situation like a champ. Always a hit, and labeled a DON’T MISS session! Come join the fun. Special bonus: Nancy shares the 5 Most Frustrating Voice Mail Phrases. The invaluable Q & A at the end is worth the entire program! (DVD and projection screen used)

Email Matters:
The Art of Better Communications
(Workshop – 45 Minutes – 1 Hour)

Email communication is a fundamental component of everyday business life. Yet it so ubiquitous that it can be easy to forget that it has only been with us since the mid 90s While most team members know how to send and receive email messages, there are dozens of important nuances which can make the difference between your customers and coworkers getting mediocre service vs receiving top of the line treatment

With so many folks and call center people now being asked to “email” this program will help all industries and job titles. Even the up coming ‘millennials’

Fun for all.

Selling to Women
(Workshop – 45 Minutes)

Is it really different, selling to women vs. selling to men? Hmmm, …

  • Do they drive differently?
  • Walk differently?
  • Think differently?
  • Do they talk differently?

You bet they do. And they buy differently, too! Nancy delves into the ‘how to’ of selling to women. And not just because she is one. She understands and shares the driving forces behind a woman’s buying decisions. If you miss certain cues, you could miss the sale. So don’t miss this laugh-out-loud, yet very serious session! Oh, and there are more than just 5 “musts” (that was just to get your attention!), and you can probably use them on men, too!

Telephone Inquiries Are Not Always About Price How to Capture, Navigate and Convert the call to a sale or an opportunity
(Keynote or Workshop – 60 minutes)

How much is that doggie in the window? You may recognize that as an old song, but it’s still a current question. If you get price-shopped, this is a great program for your audience. You see, most people ask about pricing because that’s all they know to ask. It’s normally not really what they need at the first breath.

Whether on the phone or in person, if your employees (or you) are giving away price estimates and not getting anything in return (like a name or an appointment), that’s a lost opportunity and possibly a lost sale. Nancy is an expert at engaging the contact, getting names, and gathering information. She will help you get more appointments and eventually more sales!

The Entrepreneurial Edge
(Keynote or Workshop – 45 minutes to 1 hour)

Stumbling blocks. Most everyone encounters them, whether they happen in your personal life or on your career path. But it’s how you handle these situations that will set you apart.

Through the story of how Telephone Doctor came to be, you’ll learn how the basic entrepreneurial spirit carried one dream into reality, and how you can gain the entrepreneurial edge.

12 Hot “Cold Call” Techniques
(Workshop – 60 to 90 minutes)

As an expert in cold calling, whether it’s business-to-business or business-to-consumer, Nancy has presented this program to those in need of sprucing up their cold call techniques. Whether you’re a novice or a seasoned sales person, you will learn something new and valuable.

She’s the author of Telesales from A to Z and has some of the most effective sales tools and techniques available.

A powerful program for salespeople who want to improve and succeed.

Customer Service 411
Eight Killer Words

Nancy Friedman, The Telephone Doctor, brings the 8 Killer Words to life – words that distract, words that confuse, annoy and can stop a conversation. When that happens, it can be tough to get back on track.

Some of your folks may be using them. And if they are, they could be “killing the deal.”

You’ll wish you had known about these words sooner; you’d have saved a lot of sales.

The Customer Experience Defined
(Keynote or Workshop – 60 to 90 minutes)

I’m often asked, “Nancy, what exactly is the Customer Service Experience?”

Well, as you can imagine, it’s not one thing. It’s many things – some big and some quite small or simple. Together, they create an overall service experience for your customers that builds loyalty, positive sentiments for your brand, and ultimately a stronger bottom line for your business. In this fun, content-rich program, Nancy shares a treasure trove of information that will help you bring that “EXPERIENCE” everyone is looking for into your organization.

This session will benefit organizations of every size and shape, and applies to participants at every level, from the front line all the way to the top!

Common Sense Customer Service
is NOT Really So Common!

You hear it over and over… Gee, customer service is just plain old common sense, isn’t it? Well if it were, there wouldn’t be so much talk about it!

So let’s just admit it: Common sense in customer service is NOT so common.

In this program, Nancy goes over the subtle differences between what’s right and what’s not; what’s common and what’s uncommon; and the words and actions that frustrate the customer, no matter what industry. If you’ve ever been irritated by a service situation and thought, “Gee, you’d think they’d use some common sense,” then this is a good program for your group. Like all of Nancy’s programs, she engages with the audience, and gets them laughing and learning her “common sense” ideas and techniques!