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

Latest "Telephone Service Training" Posts

How To Handle The Irate Customer

by Nancy Friedman

When you or a team member face a challenging customer complaint, often times, that complaint is more about validating the customer’s emotions than the actual problem. Angry customers need you to acknowledge that they’ve been wronged, and they want your attention right away.

Use our ASAP technique to effectively diffuse and handle upset, angry, irate customers:

Apologize and acknowledge

Sympathize and empathize

Accept responsibility

Prepare to help.

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Posted in Diffusing Irate Customers, Help Desk Training, Inbound Call Centers, Management Development, New Employee Orientation, Personnel Training, Phone Skills Training, Telephone Doctor Blog, Telephone Service Training, Telephone Training

Free White Paper | ROI of Customer Service Training

ServiceSkills.com Releases New White Paper

Educational Resource Addresses The Return On Investment of Communication Skills Training

St. Louis, MOServiceSkills.com, a leader in web-based communication training, announces the release of a new white paper, “How Improving Communication Skills Increases Bottom Line Results.” This nine page white paper discusses the ways communication impacts business success.

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Posted in Basic Communication Skills, Client Relationship, Client Services Training, Education Service Training, Free Customer Service Articles, Free Customer Service Tips, Help Desk Training, Inbound Call Centers, Motivation & Attitude Training, Telephone Service Training, Telephone Skills Free Tips, Telephone Technique, Telephone Technique 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

Crowd Favorite Telephone Doctor Returns for SEMA Education Days

By Michael Hart

  friedman
Nancy Friedman, the “Telephone Doctor.”
   

Nancy Friedman, the “Telephone Doctor” and a crowd favorite at the SEMA Show, will offer her session, “Have You Asked Your Customer to Marry You? (Are You Really Engaged?),” twice during SEMA Education Days. Friedman spoke with SEMA about what attendees can expect from her sessions. 

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Posted in Keynote Addresses - Customer Service, Keynote Speaker, Motivation & Attitude Training, Telephone Service Training, Telephone Training

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

Five Forbidden Phrases®

Five Forbidden Phrases® of Customer Service

Our all time best seller!  Don’t tell customers what you can’t do, tell them what you can do. Your staff will learn the Five Forbidden Phrases® of Customer Service followed by the Positive Alternatives they should be using instead. By following the techniques in this program your team will prevent service mishaps before they occur.

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Posted in Basic Communication Skills, Business Etiquette, Call Center Training, Call Center Training Programs, Communication Skills, Conflict Resolution, CRM Service Training, Customer Service Excellence, Customer Service Training, Difficult Customers, DVD Training Courses, eLearning - Customer Service, Live Support Customer Service, LMS eLearning Courses, Retail Customer Service Tips, Retail Service Training, Telephone Service Training, Telephone Skills Free Tips, Workshops on Customer Service

Killer Words Of Customer Service

Killer Words of Customer Service

This course features eight common phrases which are used innocently by customer service staff every day.  Although these eight phrases are normally meant with good intentions, they have the distinct effect of damaging customer relationships.  This program illustrates how to avoid the Killer Words and drives home the point that the customer’s perception is all that matters in service interactions.

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Posted in Call Center Training, Call Center Training Programs, Customer Service Excellence, DVD Training Courses, Learning Management System, Live Support Customer Service, LMS eLearning Courses, Retail Customer Service Tips, Retail Service Training, Telephone Service Training, Telephone Training, Workplace Communication