Now Available on ServiceSkills
The Telephone Doctor® Legacy Lives On — Now Better Than Ever
For decades, Telephone Doctor training built the foundation of exceptional customer service teams across the country. Now, every course has been updated, refreshed, and enhanced for today’s workplace.
Trusted by thousands of organizations.
Classic methodology, reimagined for the modern workforce.
Same Trusted Expertise. Modern Delivery.
Nancy Friedman and the Telephone Doctor team spent decades helping organizations transform their customer interactions. That expertise hasn’t gone anywhere—it’s simply evolved. The training your team relies on has been updated with fresh scenarios, modern production quality, and expanded content that reflects how customers communicate today. Whether your employees work the phones, manage email inquiries, or handle face-to-face interactions, the updated Telephone Doctor series delivers the skills they need.
Popular Training Series — Now Available on ServiceSkills
Essential Customer Service & Phone Skills
America’s favorite customer service training series covers the complete spectrum of customer care. This 12-course collection, hosted by Nancy Friedman, equips your team with practical techniques for phone interactions, conflict resolution, and customer retention.
Each 30-minute module features real-world “right way” and “wrong way” examples that make the training stick.
Your team will learn
- The seven characteristics of service-oriented employees
- Proven techniques for handling irate customers
- Listening skills that uncover real customer needs
- Phrases to avoid—and what to say instead
- Six steps for recovering from service mishaps
Email Matters℠ — The Art of Better Service
Over 70% of customers prefer email to other forms of communication. This 18-module series ensures your team delivers the same level of warmth and professionalism in writing that they bring to phone conversations.
Your team will learn
- How to compose clear, professional messages that build trust
- Subject line strategies that get emails opened and read
- Techniques for handling difficult customers via email
- When (and when not) to use Reply All, humor, and emphasis
- The WACTEO approach to internal communication
Leveling Up Empathy℠ — Emotional Intelligence
Technical skills get the job done. Emotional intelligence builds the relationships that keep customers coming back. This 8- part series gives your team practical tools for reading emotional cues, managing their own reactions, and communicating with genuine empathy.
Your team will learn
- How to detect and respond to customers' unspoken feelings
- Active listening techniques that go beyond hearing words
- Self-awareness strategies for managing personal triggers
- Methods for staying calm and focused under pressure
- Language that shows customers you genuinely care
More Than Just Updated Content
When you access the updated Telephone Doctor training through ServiceSkills, you’re getting a complete learning platform designed to make training simple to deploy and easy to track.
The Complete Telephone Doctor Library
Every course from the Telephone Doctor catalog, fully updated and ready to assign.
87 MicroLessons for Reinforcement
Short, focused refreshers that keep skills sharp between full training sessions.
Hundreds of Additional Courses
Expand beyond customer service into team building, leadership, workplace respect, and more.
Administrative Tracking
Assign courses, monitor progress, and document completion— all from one dashboard.
Dedicated Support
A client success team that helps you get the most from your training investment.
Ready to Access the Updated Training?
The Telephone Doctor content your organization has trusted for years now lives on ServiceSkills. Same proven techniques. Same practical approach. Better production, expanded content, and a platform built to make training easy to manage.