Thursday’s highlight was the opening plenary on “Golden Nuggets of Communications,” by Nancy Friedman with Telephone Doctor Customer Service Training, New York.

Friedman presented her ideas with energy and humor, involving the entire audience in her presentation, while emphasizing that, no matter your field of endeavor, “All of life is customer service.”

To generate client business that will keep returning to you, it is vitally important to dedicate yourself to excellent customer service. And here’s Friedman’s prescription:

  • Referrals – any business referral is “gold.” Be sure to send a handwritten thank-you note to the person who gave you the referral.
  • Upset or irate clients – acknowledge and apologize, and don’t give excuses. Then prepare to help solve the issue.
  • Avoid email frustrations – check your spelling and grammar; respond, even if it’s to say, “I’ll contact you later.” And keep the subject line updated.
  • Clients’ names – use them at the beginning, middle and end of the conversation, when speaking.
  • Emotional leakage, or taking your anger out on an undeserving person – “Don’t do that,” Friedman said. Clear your head and emotions before speaking with another person after an encounter leaves you upset.

The NUM Call – the “No Ulterior Motive” call. Reach out and contact someone simply to say “I’m thinking of you” or “How are you?” without asking anything of them.

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.