By Nancy Friedman, the Telephone Doctor®   PDF Version

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. Some make it; some don’t.

Customers go out of their way looking for companies that give great customer service. Some find it; some don’t.

We have tried so very hard to explain to both sides. It’s not rocket science; it’s not brain surgery. It’s plain old common sense. But you and I know common sense is not out there. There is a mass of grey average out there. You don’t wanna be in it. Rise above that mass of grey and come along with Telephone Doctor.

Customers love to vent. They love to report on how badly they’ve been handled. And today with the Internet, it’s sad how stuff goes viral so quickly.

I cannot count the number of articles out there on customer service. Some are good, some not; some have new ideas; some speak the old tried and true.

And that’s where Telephone Doctor Customer Service Training comes into play – plain old customer service. We call it ‘Back to Basics.’ You can imagine we have hundreds, if not thousands, of ideas, tips, skills and techniques to share. To start the New Year out right, here are fifteen customer service tips that are good old common sense thoughts that bring you back to the basics.

Here we go:

1. “Please” and “thank you” always have been, and always will be, powerful words. Seldom overused.

2. “You’re welcome” is the best replacement for “no problem.”

3. “Sorry ‘bout that” is not an apology. It’s a cliché. “My apologies” is much better.

4. A frown is a smile upside down. Stand on your head if you must; but SMILE, darn it!

5. You cannot do two things well at once. Pay attention to the call or the customer.

6. One word answers on email or in person are considered cold and rude. Three words make a sentence.

7. Learn what phrases frustrate your customers. They’re probably the same ones that bother you.

8. When was the last time you sent flowers to someone just because?

9. Drop a personal handwritten note to a client and just say “thanks for being a good client.”

10. “Hey how ‘ya doing?” is not a great way to start up a conversation.

11. Out with friends or family? Put the cell phone away. Talk for 30 minutes. (If you remember how.)

12. Email manners? The same as phone and in person.

13. The old “don’t tell ‘em what you can’t do; tell ‘em what you can do” applies to most, if not all, customer interactions.

14. Get excited!

15. Oh, and smile. That needed to be said twice.

Have a great year and we’ll be bringing you more articles, tips, skills and techniques for your reading pleasure and customer service improvement.

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Nancy Friedman is a frequent speaker at association, corporate and franchise meetings. The author of 8 books on her service expertise, she has appeared on Fox News, CNN, Today Show, and Oprah, as well as many other shows. She has been published in the Wall Street Journal and USA Today along with many major dailies. President of Telephone Doctor Customer Service Training, she can be reached at 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.