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ServiceSkills.com customer service elearning
ServiceSkills.com customer service elearning

Latest "Call Center Training" 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

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

Back To Basics

By Nancy Friedman, President, Speaker, Telephone Doctor Customer Service

My entire career has been focused on developing ways to help companies communicate better with their customers.

Back To Basics Blog ImageEach year we run this popular article as a reminder for all.

Great customer service is sought by most everyone. Businesses go out of their way to give good customer service.

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Posted in Basic Communication Skills, Basic Workplace Communication, Call Center Training, Client Relationship, Communication Skills, Customer Interactions Training, Customer Service Communication, Customer Service Etiquette, Free Customer Service Articles, Free Customer Service Tips, Keynote Speaker, 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

Tips To Improve Customer Service

If you can train your customer service representatives to substitute five common forbidden sentences with positive, smart replacements, they’ll turn disgruntled customers into satisfied clients.

For instance, one forbidden response is, “I don’t know” Replace this with “That’s a good question, let me check and find out!”

 

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Posted in Basic Communication Skills, Call Center Training, Call Center Training Programs, Client Relationship, Communication Skills, Conflict Resolution, Customer Service Training, Telephone Doctor Blog

Thank you FSAC

Nancy Friedman delivered an inspiring customer service keynote presentation to the Funeral Service Association of Canada in St. John’s, Newfoundland this week.

Would you like information on Nancy’s Keynotes & Corporate Speaking for your next conference or corporate meeting?

Customer Service Expert Nancy Friedman is one of America’s most sought after Keynote presenters on the topics of client retention, loyalty and customer experience.  

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Posted in Call Center Training, Communication Skills Training, Customer Service Communication, Keynote Addresses - Customer Service, Keynote Speaker, Motivation & Attitude Training, Personnel Training, Telephone Service Training, Workshops on Customer Service

Effective Communication Skills

STOP TELLING CUSTOMERS HOW GREAT YOU ARE…..AND START SHOWING THEM! 

If you’re in the business of satisfying customers, the only thing that matters is what you DO

It’s almost a cliche to see and hear organizations advertise to prospective customers about how great their service is. As if somehow, great customer service were just that…bragging about how much you care.

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Posted in Basic Communication Skills, Business Communication, Call Center Training, Communication Skills, Communication Skills Training, Live Support Customer Service, Retail Customer Service Tips, Retail Service Training, Workplace Communication

10 Quick Customer Service Reminders

by Nancy Friedman, the Telephone Doctor

10 Quick Customer Service reminders

Doing the little things right is a key component to building a culture of service within any organization.  While most formal training courses take a bit of time to complete, here are ten quick service thoughts you’ll be able to implement immediately:

  • Be a DOUBLE CHECKER.

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Posted in Call Center Training, Call Center Training Programs, Client Relationship, Communication Skills, Customer Service Communication, Customer Service Training, Free Customer Service Articles, Free Customer Service Tips, Help Desk Training, Internal Customers, Telephone Skills Free Tips, Telephone Technique