Six Cardinal Rules of Customer Service

Six Cardinal Rules of Customer Service

Cardinal Rule #1 – People Before Paperwork When someone walks into your place of business, or calls you while you’re working on something, drop everything for that person. Remember, paper can wait, people should not. Cardinal Rule #2 – Rushing Threatens...
Don’t knock old school ideas

Don’t knock old school ideas

As originally published on https://ideamensch.com/nancy-friedman/ Don’t knock old school ideas. If it were not for old school there would be no new school. Nancy Friedman is one of the country’s leading experts on customer service, communications and telephone skills...
How To Lose Friends and Alienate Customers

How To Lose Friends and Alienate Customers

Growing up in our small family there were certain words and phrases that were not allowed. We simply were never allowed to say them. Ever. And I brought them along to my family, to my kids. They’re not used in our family. Yet I hear them said by others – strangers and...
Why “What is your name again?”  is soooo INEFFECTIVE – WATCH THE VIDEO for an idea to help you.

Why “What is your name again?” is soooo INEFFECTIVE – WATCH THE VIDEO for an idea to help you.

There certainly are times when we don’t get a person’s name at the start of the call or, of course, even in person. And most of the world, says, “What was your name again?” Sometimes, they even say “I’m sorry, I didn’t get your name.” So then why is that statement so...
Boothmanship   YES! CONFERENCE TIME IS HERE.  ARE YOU READY? 

Boothmanship  YES! CONFERENCE TIME IS HERE.  ARE YOU READY? 

By Nancy Friedman, Founder/Chairman, Customer Service Speaker, Telephone Doctor Customer Service Training Anyone who has ever “worked” a booth at a trade show knows it’s just that – WORK! Lots of work. And sometimes no lunch. Often long hours and the long hours are...
Don’t knock old school ideas

POST COVID-19 CUSTOMER SERVICE TIPS

How do we “do” customer service in this ‘new normal’ and virtually? It’s the same, but a bit more of it. Customers expect great service 24/7/365. Always have. On the phone or in person. Let’s not let COVID be that excuse. Yes, many...