By Nancy Friedman, the Telephone Doctor 









  • Be a DOUBLE CHECKER. Learn to use those words. Everyone loves it when you double check something for them. Even if you’re pretty sure the item is out of stock or the appointment is filled or there’s no room available, it sounds so good to hear, “Let me double check that for you.”

If you’re working with a customer, either on the phone or in person, and they need something, pretend it’s you. What would you want to have happen? What would make you happy? What would make you satisfied? Here’s a great place to remember the golden rule: “Do unto others as you would have them do unto you.”


Let your customer know you’re on their team. If you’re ringing up a purchase for someone, mention how nice their choice is. If you’re helping someone with a trip of some sort get excited with them. When customers feel as though you’re part of the package they love it.


Eye contact is critical in delivering excellent customer service. Heads that turn on a spindle and look everywhere but at the customer get very few good marks in customer service. Eye contact shows you are listening. If you’re on the phone, eye contact is definitely difficult. We can, however, learn to stay focused on the phone. Don’t type unless it pertains to what you are doing. Don’t read something while you’re on the phone with a customer . . . STAY FOCUSED on the caller. We need to stay focused without eye contact.


There’s usually always ‘something’ you can do for the customer that’s extra. In most of the cases it won’t even cost very much. Example: Keep a stock of penny lollipops for kids when they come into your store with the moms. Or a balloon. Or coloring books. Spend a few dollars if you have the budget for those “giveaways.” Nail clippers . . . key chains . . . customers LOVE that something extra, oddly enough, even if they can’t use it. The thought of getting something FREE is very special to the customer.


(In Telephone Doctor language that means to smile.) There are many people who think they’re smiling, but aren’t. So Telephone Doctor’s motto is: SHOW YOUR TEETH. Smiling is one of the best customer service techniques there is. It’s so frustrating to walk into a store, or call some place and not see or hear a smile. (And, yes, you can hear a smile!)


A super way to offer superior customer service is to ASK QUESTIONS. Build on what the customer is talking about. Listen for one or two words that you can ask something about. Even a simple, “Tell me more,” will work. Once the customer is talking, you will be able to help them much better.


One word answers are semi-useless in customer service. And one word answers are definitely perceived as RUDE. “Yes,” “no,” and the like, tell the customer “I’m not really interested in you or what you need.”

  • CARE

Most people have what Telephone Doctor calls the CARE GENE. Some of us use it more than others. We just forget we have it. Learn to CARE what your customer’s needs are. CARE what they are referring to. CARE about your customers and they will take CARE of you.


Laughter will lighten the load. Everyone likes to laugh. Some even in the darkest moments. Take the time to laugh and enjoy your customers. 

Put any one of these Telephone Doctor customer service skills and techniques tips into action and watch what happens. They intertwine with each other and make customer service special. Use all ten and expect more business.

Nancy Friedman, President of Telephone Doctor Customer Service Training is available to speak at your meetings. 314 291 1012 or
Nancy Friedman

Nancy Friedman

Communication and customer service expert Nancy Friedman, The Telephone Doctor, founder and chairman of Telephone Doctor Customer Service Training, is back in the saddle again. Well, back into live onsite programs, and still offering her ZOOM programs, in a cost saving manner. Whichever you choose, onsite or Zoom, you’ll be glad you did. The reviews are excellent, and audiences have loudly applauded her in either area. Sales, customer service and communication skills are her area of expertise, and she welcomes calls, texts, or emails. You can reach her directly at; through the website at, where you can sign up for her newsletters; or call/text directly at 314-276-1012 central time. Bring it on. Whether you need a keynote speaker or workshop/breakout speaker on customer service and communication skills, you’ll make a great choice.