Login Password
Or Register
Telephone Doctor customer service training
ServiceSkills.com customer service elearning
ServiceSkills.com customer service elearning

Latest Posts

How To Handle Irate Customers

Irate, rude, unhappy and sometimes abrasive customers can drain you emotionally.

Do any of these challenging customer interactions sound familiar?

  • “The information you sent me is wrong! What’s the matter with you people? Can’t you read?”
  • “My bill isn’t RIGHT! And this is NOT the first time, either! You all NEVER get anything right!”
  • “I WANT MY MONEY BACK, AND I WANT IT NOW!

Continue Reading

Posted in Telephone Doctor Blog

Handling Team Members Who Waste Time Online

Wasting time online is one of the primary ways workers can drain productivity from your team. Some employees kill time mindlessly surfing the Web throughout the work day. Others do their personal business online rather than taking care of your business. Access to social media has increased the temptation to check out at work and check in to what’s happening with friends and family away from the office.

Continue Reading

Posted in Telephone Doctor Blog

Resolving Personality Clashes At Work

Effective teamwork is critically important for excelling in a highly competitive marketplace. Dysfunctional teams are bad for business. Not getting along with a team member at work is unpleasant for everyone and harms productivity. An ongoing personality clash may be unspoken but obvious, and the disagreements that result can cause other team members to take sides and sort themselves into cliques.

Continue Reading

Posted in Telephone Doctor Blog

Is the Customer Always Right?

“The customer is always right” is an instructive saying that directs those dealing with the public to make customer satisfaction one of their highest priorities. This can be difficult when a customer has an issue with your organization and truly believes they are in the right. They may be making demands that are impossible for you to meet.

Continue Reading

Posted in Telephone Doctor Blog

What I Learned From My Appearances On Regis And Oprah

Today’s post is first in a two-part series with Nancy Friedman, speaker, author, customer service expert and president of “the Telephone Doctor,” from St. Louis, Mo. As her own PR representative she’s appeared on CNN, Fox News, the Today Show, Regis and Oprah, along with a number of print publications including the Wall Street Journal and various local/regional shows.

Continue Reading

Posted in Telephone Doctor Blog

Exploring the Rudeness Matrix

Rude behavior is the enemy of good customer service. It hurts interactions with both external customers and internal customers: your co-workers. Research tells us that almost half of the people surveyed have walked out of a business or otherwise stopped a purchase that was in progress all because of rude customer service.

Continue Reading

Posted in Telephone Doctor Blog

How To Be a Terrible Team Member

Teamwork is defined as the combined actions of a group of people, especially when they are effective and efficient. Companies thriving in today’s economy all share one thing in common: excellent employees. The people within a company comprise its biggest and most valuable asset.

Teamwork has become a crucial part of today’s business environment, but the process of individuals working collaboratively as a group towards a shared goal doesn’t just happen.

Continue Reading

Posted in Telephone Doctor Blog

10 Essential Business Telephone Skills

A caller’s first impression of your company is formed by how well that call is handled by the person who answers it. You are a “Welcoming Committee of One” for your organization.

Here are ten simple, yet crucial reminders for delivering exceptional customer service on the phone.

Skill #1 — Answering a Business Call

A three-part greeting will get your calls started smoothly.

Continue Reading

Posted in Telephone Doctor Blog