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

Latest "Telephone 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 Customer Service eBook

Hidden Gems BookDealing 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.

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Posted in Communication Skills, Communication Skills Training, Conflict Resolution, Customer Service Communication, Free Customer Service Tips, Help Desk Training, Hospitality Service Training, Inbound Call Centers, Telephone Doctor Blog, Telephone Technique, Telephone 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

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

5 Easy Ways To Improve The Customer Experience

By Nancy Friedman, the Telephone Doctor 

How do you make sure every customer’s visit turns into a fantastic Customer Experience?  The kind that creates a great lasting impression? You start things off right! Here are the top 5 easy ways to set the stage with your customers at your establishment, right from the get-go!

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Posted in Telephone Doctor Blog, Telephone Skills Free Tips, Telephone Technique, Telephone Technique Training, Telephone Training, Workplace Communication

Back to Basics – Good Old Common Sense Tips

 By Nancy Friedman, the Telephone Doctor®

Telephone Doctor Customer Service training has focused an entire career developing ways to help companies communicate better with their customers.  

We’ve helped thousands. How? With our simple, logical techniques that most folks already know and we bring them to the forefront.  

Most businesses go out of their way to attempt to give good customer service.

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Posted in Client Relationship, Help Desk Training, Internal Customers, Telephone Doctor Blog, Telephone Technique, Telephone Technique Training, Telephone Training

6 Ways To Improve Listening Skills

by Nancy Friedman, the Telephone Doctor

Do you know what the number one skill in sales and service is? 

I gave you a hint in the title. Right – listening skills. 

Do we really LISTEN? Most of us ‘hear,’ but do we really listen to what people are saying? Are there any methods, tricks, ideas, tips or techniques to make us better listeners?

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Posted in Call Center Training, Free Customer Service Articles, Free Customer Service Tips, Listening Skills Training, Telephone Doctor Blog, Telephone Skills Free Tips, Telephone Technique, Telephone Technique Training, Telephone Training

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

7 Steps to Service Recovery

By Nancy Friedman, Telephone Doctor

Almost anyone who’s been in a customer service position has had the opportunity of running into either an irate call or person…or a situation that, shall we say, is not pleasant. And even though it may not even be our fault, we still need to know how to recover the situation.

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Posted in Customer Service Tips, Free Customer Service Articles, Free Customer Service Tips, Telephone Doctor Blog, Telephone Technique, Telephone Training