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Telephone Doctor customer service training
ServiceSkills.com customer service elearning
ServiceSkills.com customer service elearning

Latest "Customer Service Excellence" Posts

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

Could They be a Customer?

I love to read short blogs sometimes…and I love to write them too. This is one of those short ones; Blogs don’t always need to be long.

It’s about strangers. And Customers

We know we have paid customers

We know we have internal customers

We know we have potential – future customers

We even know we have lost customers

But what about strangers as customers?

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Posted in Client Relationship, Customer Interactions Training, Customer Service Excellence, Customer Service Tips, Customer Service Training, Difficult Customers, eLearning - Customer Service, Keynote Speaker, Personnel Training, Retail Customer Service Tips, Retail Service Training

Customer Service Training ROI White Paper

Looking to build the case for the Return On Investment of customer service, management & communication training at your organization? 

Get the link to our free White Paper:

How Improving Communication Skills Increases Bottom Line Results 

This nine page white paper details: 

  • the cost of poor communication
  • the common barriers to organizational communication
  • the importance of investing in employees
  • the benefits of communication training
  • a proven solution for improving service and communication

Click here to request complimentary pdf link

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Posted in Basic Communication Skills, Customer Interactions Training, Customer Service Etiquette, Customer Service Excellence, LMS eLearning Courses, Telephone Doctor Blog, Telephone Service Training

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

Five Ways to Get Great Customer Service This Holiday Season

By Nancy Friedman, The Telephone Doctor 

Tales of awful customer service are especially bothersome at this time of year. It seems everyone has a story or two. The retail clerk who doesn’t know or doesn’t care.  The airline automated attendant system with endless loops before you encounter a human being.  The angry fast food attendant who is mad at the world.

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Posted in Customer Service Excellence, Customer Service Tips, Difficult Customers, Hospitality Service Training, Retail Customer Service Tips, Retail Service Training, Telephone Doctor Blog

Customer Service Using Email & Chat

by Nancy Friedman, the Telephone Doctor

Yes, our Telephone Doctor customer service and communication training covers this as well.

This subject gets covered a lot; however, we want to reiterate some key points on both EMAIL and LIVE CHAT. Points that will make life easier for those who use these methods of communication.

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Posted in Call Center Training, Client Relationship, Customer Service Excellence, Email Communications, Free Customer Service Articles, Free Customer Service Tips, Team Building, Telephone Doctor Blog

Coaching Questions

Coaching: The Power of Questions

Coaching is a large and complex subject. But at its heart lies effective questioning skills. This program provides your managers with practical illustrations of how to use questions to help people think through a problem or a task for themselves. If it is a manager’s intention to coach the other person, the type of questions they use will be different from those questions designed simply to elicit information.

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Posted in Coaching Skills, Coaching Skills - Service Training, Customer Service Excellence, Management Development, Skills for New Managers, Workplace Communication