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

We’ve all had them. For a variety of reasons, some callers shift from topic to topic or get carried away on one topic that has no connection to why they called in, in the first place. While visiting with a caller may build rapport, often times the caller sidetracks the conversation when time is short as well.

Telephone Doctor has a GET BACK ON TRACK technique and it will show you how to refocus the conversation.

This 1-minute 46 second fun video blog will help.

* Interject – when the caller takes a pause – and they will, with a compliment.

* Take control of the conversation with that compliment such as: “Mrs. Jones, (here comes the compliment 🙂 I’d like to hear more about your grandmother’s trip – (or whatever topic they’re onto (NOW the control) however, I know you called in with a question/concern/or comment – how can I help on that?

You’ll see that the caller will normally apologize and say something like “oh right, yes… about the credit I was supposed to get; it never came. Can you check that out?”

Then, of course, you’re back in control. The off track conversation rarely comes back up. It’s not a 100% technique but it does work most of the time.

Good servicing and please share this important technique.

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.