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Latest "Business Communication" Posts

Proactive Customer Service

Everyone aims to deliver proactive customer service. Whether you refer to it as cross-selling, up-selling, suggestive selling, or – as we like to say — “soft question” selling, a basic component of effective customer service is to offer your customers additional choices. Some customer service representatives might fear being perceived as pushy or assuming.

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Posted in Basic Communication Skills, Business Communication, Call Center Training, Client Relationship, Telephone Doctor Blog

Email Apocalypse or the “Reply-to-all” click

Everyone has had the experience where they meant to send a private response to someone in a group email, but accidentally hit “reply-to-all.” If we were lucky, it was a limited mistake and only a minor annoyance. If we were less fortunate, it might have been the type of mistake that was extremely embarrassing.

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Posted in Business Communication, Business Etiquette, Call Center Training, Customer Service Tips, Customer Service Training, Customer Service Training DVDs, Email Communications, Email Etiquette, Free Customer Service Tips, Telephone Doctor Blog

How to Prevent “Bad Apples” from Spoiling the Team

Research shows that one “bad apple” – an employee with a negative attitude – can impact your entire team. It doesn’t take long before the gloomy team member infects others with their defeatist behavior.

Customer Service TrainingFirst, we need to understand why anyone would adopt an attitude that seemingly has no professional payoff.

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Posted in Business Communication, Client Services Training, Customer Loyalty Training, Customer Retention Training, Customer Service Challenges, Customer Service Communication, Customer Service Etiquette, Customer Service Tips, Customer Service Training

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.

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Posted in Business Communication, Call Center Agent Training, Coaching Skills, Coaching Skills - Service Training, Customer Service Challenges, Customer Service Communication, Customer Service Excellence, Customer Service Tips, Customer Service Training, Help Desk Training, Telephone Doctor Blog, Telephone Technique Training

6 Ways To Improve Listening Skills

by Nancy Friedman

Do you know what the number one skill in sales and service is?

I gave you a hint in the title. Listening skills.Listening Skills from Telephone Doctor

Doesn’t everyone know how to LISTEN? Sort of. Most of us ‘hear’ just fine but truly listening requires more effort? Are there any methods, tricks, ideas, tips or techniques to make us better listeners?

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Posted in Business Communication, Call Center Training, Client Relationship, Communication Skills, Communication Skills Training, Customer Service Tips, Customer Service Training, Inbound Call Centers, Listening Skills Training, Personnel Training, Phone Skills Training, Telephone Doctor Blog, Telephone Technique, Telephone Technique Training

Features vs Benefits

Every team member should understand the difference between a feature and a benefit. An easy way to remember the distinction is that “features tell and benefits sell.”

Let’s look at the definition:FeatureVSBenefit

Feature:

  1. A distinction or noticeable quality
  2. Something offered as a special attraction

 

Benefit:

  1. Anything that is helpful or advantageous
  2. Something that contributes to or increases well being

 

If a car dealer advertises about a model having “run flat tires” – that’s a feature. 

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Posted in Business Communication, Call Center Training, Client Services Training, Customer Service Tips, Outbound Telesales, Personnel Training, Phone Skills Training, Receptionist Training, Team Building, Telephone Doctor Blog

10 Things Your Customers Won’t Tell You

By Nancy Friedman, The Telephone Doctor

Most business owners know that customers will walk – take their business elsewhere if they’re not treated as they’d like to be. But how does a business owner or manager find out what the customer really likes or dislikes?

Well, your customers have told us what they may not tell you.

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Posted in Business Communication, Business Etiquette, Client Relationship, Communication Skills, Customer Interactions Training, Customer Service Challenges, Customer Service Communication, Customer Service Etiquette, Customer Service Excellence, Customer Service Tips, Customer Service Training, Free Customer Service Articles, Telephone Doctor Blog

Are You Really Engaged?

By Nancy Friedman, Keynote Speaker, Customer Service Expert & Engagement Specialist.

 

A short, but ongoing course.

Are you really engaged?

Do you and your staff really know how to engage and interact with the customers? Do they even know what it means. 

Seems as though every year there’s a “new” word in Customer Service.

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Posted in Business Communication, Call Center Training, Client Relationship, Customer Interactions Training, Customer Service Communication, Customer Service Tips, Customer Service Training, Education Service Training, Help Desk Training, Phone Skills Training, Selling Skills, Telephone Doctor Blog

Customers with Complaints……

McDonalds Corporation has found that only 5% of customers with complaints contact customer service departments. Compare this to the 45% who speak with an employee immediately, and it becomes clear that front-line employees – in any business – need to learn how to handle customer complaints.

In our experience, even the best customer service employees need training in:

* handling and diffusing angry, upset and irate customers;

* recognizing and capturing cross-selling opportunities; and

* using the power of attitude to help resolve challenging situations.

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Posted in Business Communication, Help Desk Training, Retail Customer Service Tips, Telephone Doctor Blog, Telephone Technique

Shopping Habits of the Millennial Generation

by Jared Grafman

The vast majority of music and news businesses failed to adapt with the Millennial generation. As a result, the two industries are still, today, rebuilding essentially from scratch. Why did those businesses fail? What makes Millennials so different from Generation X or Baby Boomers?

Millenial Generation telephone doctor service expectations Not much beyond technology.

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Posted in Basic Communication Skills, Business Communication, Communication Skills, Communication Skills Training, Customer Service Challenges, Customer Service Tips, Difficult Customer Training, Retail Customer Service Tips, Retail Service Training, Team Building