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 "Customer Service Communication" Posts
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.
First, we need to understand why anyone would adopt an attitude that seemingly has no professional payoff.
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.
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, President, Speaker, Telephone Doctor Customer Service
My entire career has been focused on developing ways to help companies communicate better with their customers.
Great customer service is sought by most everyone. Businesses go out of their way to give good customer service.
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.
A short, but ongoing course.
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.
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.
by Nancy Friedman, the Telephone Doctor
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.
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.