By Nancy Friedman, Customer Service Keynote Speaker; President of Telephone Doctor Customer Service Training

We present dozens of webinars throughout the year. They’re well attended and, thankfully, very well received.

When possible, and time will allow, I request questions ahead of time from the attendees so we can answer what’s on their minds. At one of our more recent webinars, the question below was asked and answered. It was so timely and relevant I wanted to share it so you can have the information as well – and share it.
If we use your question on any of our webinars, you’ll receive an autographed copy of one of our popular, customer service books. Here’s a recent email with the winning question.

Shelly Rector - Smile StickHi Nancy: My question revolves around how my voice sounds on the telephone. I have recorded messages over and over and I can’t get that happy sound to come across as being natural and genuine. I do want my customers to know that the voice they are hearing belongs to me. So, my question is, what can I do to improve my voice quality? Thank you and I look forward to learning at your webinar.

Oddly enough, the topic of TONE OF VOICE has come up several times this past week. Which says to me there are other folks talking and thinking about this as well. One of the biggest complaints I hear is “She didn’t sound happy, friendly, or eager to help.”

The short and easy answer is: SMILE!

The LONG answer is: When you’re not smiling you can come across as rude, uninterested, unfriendly and just plain bad.

Sadly, many people don’t smile when they’re on the phone. They think they’re smiling, but they’re not. And there are those who say and think, “You can’t tell if I’m smiling or not.” Ah, yes, but we can.

Our mantra at Telephone Doctor: A phony smile is better than a real frown works wonders on the phone. (Face to face too.)

You simply need to put a SMILE on your face, show your teeth (those who don’t show their teeth when they smile are simply grinning), and talk. EASY!

So, yes, you’re sitting at your desk or on your cell, putting on this BIG FAT SMILE and talking. The caller can hear it. YES – YES – YES they can! And it’s so much nicer to talk with someone who is smiling rather than someone who’s not. We know in person you look better when you smile and on the phone you sound better. Why do we say “CHEESE” when we’re taking your picture? To get you to SMILE. End of subject.

We have suggested keeping a mirror on your desk to be sure you’re smiling. And there are those that do just that as a reminder to smile. Some people do it naturally and don’t need a mirror.

It boggles my mind when something is so simple and people don’t do it. Smiling is simple, easy and EVERYONE can do it.

To help you along, we’re offering for the month of April 2017 only, our Complimentary SMILE Sticks to help you along.

All you need is one dollar to cover the postage and your SMILE STICK is on the way. Send your request to Telephone Doctor, 30 Hollenberg Ct., St. Louis, MO 63044 along with your mailing address and $1.00 to cover postage. Be the hit of the party, and be a ‘smiler.’ You’ll love it! So will your customers. (Naturally all emails and addresses are confidential and protected.)

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.