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

Latest "Customer Service Challenges" Posts

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

ASAP Technique For Diffusing Angry Customers

by Nancy Friedman
Nancy Friedman the Telephone DoctorIf you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us it’s thankfully a rare event and for others it’s a daily occurrence.

Having a solid strategy in place to handle these situations will be the difference between feeling frustrated and stressed out OR calmly guiding the situation back to a productive relationship.

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Posted in Communication Skills, Conflict Resolution, Customer Service Challenges, Customer Service Excellence, Difficult Customer Training, Difficult Customers, Diffusing Irate Customers, 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

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

Superior Customer Service Pays off for this Auto Dealer

For our Car Dealer and Retail Clients: Suggested reading from AutoNews.com –

http://www.autonews.com/article/20140512/RETAIL07/305129963/matick-chevrolet-says-hello-to-customers-hello-to-sales#

Explore our web-based customer service learning portal ServiceSkills.com.  Request your free demo here.

 

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Posted in Business Etiquette, Client Relationship, Communication Skills, Customer Service Challenges, Customer Service Excellence, Retail Customer Service Tips, Retail Service Training, Selling Skills, Telephone Doctor Blog

Customer Loyalty Training Package

This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider!

Get The Works! and equip your organization with the skills & strategies to increase customer loyalty, reduce client attrition, improve teamwork and manage more effectively. A turnkey employee development training library.  

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Posted in Appraisals & Interviews, Behavioral-based Interviewing, Business Communication, Call Center Training, Call Center Training Programs, Coaching Skills, Conflict Resolution, Customer Service Challenges, Customer Service Communication, Customer Service Training DVDs, Diffusing Irate Customers, Education Service Training, Email Communications, Employee Satisfaction, Ethics At Work, Government Service Training, Healthcare Service Training, Help Desk Training, Hospitality Service Training, Inbound Call Centers, Internal Customers, Learning Management System, Listening Skills Training, New Employee Orientation, Other DVD Training Courses, Outbound Telesales, Personnel Training, Phone Skills Training, Proactive Customer Service, Questioning Techniques, Receptionist Training, Retail Customer Service Tips, Retail Service Training, Selling Skills, Skills for New Managers, Team Building, Telephone Doctor Blog, Telephone Technique, Telephone Training, What To Say When Training, Workplace Communication, Workshops on Customer Service

8 Tips For Effective Email Communication

By Nancy Friedman, The Telephone Doctor

A recent report estimated that over 300 billion emails are sent each day! Spam messages are jamming in-boxes across the globe and the average business person now gets over 100 emails a day.

While no one denies the obvious productivity gains we’ve realized from the efficiencies of email communication, many people find themselves drowning in all these messages.

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Posted in Customer Service Challenges, Customer Service Communication, Email Communications, Email Etiquette, Government Service Training, Healthcare Service Training, Help Desk Training, Hospitality Service Training, Telephone Doctor Blog, Workplace Communication

Five Simple Ways to Sabotage Your Business

By Nancy Friedman, Telephone Doctor 

There are many, many ways to sabotage your business. And, chances are, your staff is doing some of these now on the phone and in person. And worse yet, you’ve probably even heard some of this yourself (ouch!). That’s the bad news

The good news is we’re able to bring to you the top five sabotage practices and then show you how to neutralize the effects.

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Posted in Customer Service Challenges, Customer Service Etiquette, New Employee Orientation, Phone Skills Training, Receptionist Training, Retail Customer Service Tips, Retail Service Training, Telephone Doctor Blog, Workplace Communication

Killer Words of Customer Service

by Nancy Friedman, the Telephone Doctor

Are You Driving Your Customers Away?

A recent Telephone Doctor survey revealed these common sayings to be Killer Words of Customer Service.  These Killer Words will distract your customers and potential customers away from the real point of your conversation. 

So best we eliminate them from our routine.  

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Posted in Call Center Training, Customer Service Challenges, Help Desk Training, Telephone Doctor Blog, Telephone Skills Free Tips, Telephone Technique, Telephone Training, Workplace Communication