One of the most abrupt and shocking forbidden phrases you can say to a customer is, “We can’t do that.” These words close the door on the customer’s request as quickly as does its close cousin — “That’s our policy.” Everyone has heard the “We can’t” phrase before, and we’ve heard it used in situations in which we could imagine a reasonable alternative.
Latest "Communication Skills Training" Posts
Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line results. This complimentary eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service.
by Nancy Friedman
Do you know what the number one skill in sales and service is?
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?
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?
Not much beyond technology.
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.
This free eBook is loaded with proven service tips, relationship skills and sales techniques to help your team deliver world-class service. Dealing with customers requires a specific mentality and skill set. Equipping your staff with the proper tools to best navigate service situations will raise customer satisfaction levels, lower employee stress and improve bottom line results.
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.
The Service Mentality
Apart from the actual skills and techniques, why is it that some people seem like ‘naturals’ when it comes to providing great service? This program identifies and highlights the basic characteristics and traits of people who demonstrate excellent customer service.
How To Handle The Irate Customers
This best selling customer service training program includes a highly effective four point plan for calming irate customers and maximizing their situation. Trainees will first learn that irate calls are nothing personal. The customer is upset at a problem, not at the CSR. This program includes the proven ASAP technique for handling irate customers.