Popular Topics

Nancy's programs are intended for management/owners and top-level executives. She also provides staff training if necessary. Here is a list of some of her more popular programs:

Hell Hath No Fury Like a Customer Scorned

This is a unique sales and customer service program that delivers the Telephone Doctor’s FAMOUS FIVE FORBIDDEN PHRASES.

Ever wondered what frustrates your customers? Well, Nancy knows. She'll share the Five Forbidden Phrases and, yes, give you the positive alternatives. What are you or your staff saying that turns your customers off and makes them run to the competition? A content rich program designed to get your customers swearing BY YOU….not AT you!

You'll be laughing & learning throughout.

How to be an Island of Excellence in an Ocean of Mediocrity -
Communication Skills for Today's Business Professional

Whether you're an owner, management or staff, knowing where you fall in the customer service arena compared to where you need to be is normally an eye opening experience.

Did you know?

FACT: 8 out of 10 people who won't be doing business with you ever again, won't tell you that. They just go away.
FACT: 8 out of 10 people will tell 11 others how bad you are.
FACT. 1 out of 10 will tell others how good you are.

Ya just gotta work smarter!

This session starts with the Telephone Doctor's 10 Point Self-Assessment Quiz that helps you evaluate your current situation and identify the gap between where you are in the Customer Service arena and where you need to be. After the quiz, Nancy will go through each of the 10 points covered on the quiz and give you solid information you can apply immediately.

The Q & A session will give you the opportunity to ask questions specific to your own situation, as well as the chance to ask questions pertaining to voice mail, email, phone, or any of the other communication channels. Whether you're in sales, management or service, you'll benefit from this extremely effective program.

Learning Outcomes:

Understand the difference of passive, average and proactive sales and service
Understand the pitfalls of having "emotional leakage"
Understand exactly what "WACTEO" means
Be able to handle irate customers

These and many, many more learning points are covered. The 7 touch points of communications, time permitting, is also covered.

This program can be one, 2 or up to 3 hours if needed.

How Good of a 'Coach' Are You?

You’ve seen them scream, yell, stomp, throw chairs and more. Those are ‘coaches.’ Are they right? Do they get what they need? Well, perhaps in sports; however, in our business world the idea of "coaching" is far more upscale.

In this fun filled program presented by Nancy Friedman, The Telephone Doctor, you’ll take the 25 Point Coaching Quiz to see just how good a coach you are and, more importantly, understand and learn what coaching is.

When employees don’t do what we want them to, there are only 2 reasons - they don’t know how or they don’t want to.

The 8 strategic "takeaway" points will be a great start to help you be a better coach.

The 7 Characteristics of a Succesful Businessperson

Nearly all organizations want a Customer Service Culture. What do some organizations do to get and maintain that culture? What do the best leaders have that others don't?

Everyone knows that fostering a positive mental attitude is critical to developing a customer service culture. But how many people know exactly what brings about that positive mental attitude? What specifically are the characteristics of a successful person and company?

Nancy Friedman, the Telephone Doctor, will share the 7 characteristics of a successful businessperson. Find out if you have these special characteristics.

Not just another fluff program on attitude, you'll leave Nancy's program with solid information you can apply immediately.

Sales Skills From A to Z

A dynamic program on sales for the novice or the seasoned sales executive.

If you’ve seen Nancy’s programs before, you know you’ll be laughing and learning all through the session. If you haven’t seen her programs, come join the fun.

From Soup to Nuts and A to Z, hear the alphabet of sales as well as the 5 Most Frustrating Voice Mail Phrases.

Having call rejection concerns? Nancy will be distributing her article on call rejection.

If your audience is interested in sales at all...this powerful program is the pick!

It's the only program that Nancy uses a DVD to help the audience learn the ALPHABET of sales. You'll walk out of this session far more prepared to handle those sales situations than when you walked into the program!

Telephone Inquiries Are Not Always About Price.
How to Capture the Call.

How much is that doggie in the window? You may recognize that as an old song, but it's still a current question.

If your organization gets callers who price shop - or just call to get a price - and then hang up, this is a special program designed for you and your company.

You see, most people ask about pricing because that's all they know to ask. It’s normally not really what they need at the first breath.

And if you're giving the price and aren't getting their names...well, that's just a guaranteed lost sale.

Learn more about this exciting and powerful program from the expert in getting names and information while giving great service, Nancy Friedman.

7 Touch Points of Customer Service

Great tools to help you communicate better with your customers and co-workers.

In this time of miscommunications (eat here and get gas), we now have 7 methods/channels with which we communicate with our customers. From in person to fax, to email to phones, voice mail and more. Hear how to use all of them more effectively and have your customers swearing by you instead of at you.

What is the NUMBER 1 frustration of the American Public? Nancy gives us the Telephone Doctor SURVEY results in the fun filled, action program.

Plus Nancy will share the 5 Most Frustrating Voice Mail Phrases! We're betting some are even on your voice mail!

21 Ways to GREAT Customer Service

In this fast paced, uplifting, humorous and effective session, Nancy brings you the TOP 21 techniques in giving GREAT customer service. Take your Good Customer Service and pitch it. Get to GREAT Customer Service. This is a ONE HOUR session jam packed with ideas to make your organization GREAT.

As with all Telephone Doctor programs - the Q & A segment is an enlightening one. And as usual, Nancy adds prizes throughout the session.

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