How To Avoid Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul

How To Avoid Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training We’ve all seen it happen. A coworker comes into work storming angry; mouth turned down in a frown; walks through the office without saying hello to anyone; sits...
Passive? Average? Pro-Active? Which are YOU?

Passive? Average? Pro-Active? Which are YOU?

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training   Take this little test and find out. Read the scenarios below and ask yourself…which type am I? # 1. The customer says (either on the phone or in person): “Tell...
5 Frustrating Voice Mail Phrases that are on Your Phone. Bet they are!

5 Frustrating Voice Mail Phrases that are on Your Phone. Bet they are!

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training   When was the last time you checked your own voice mail on your cell phone? Or on your office or home desk phone? My guess? It’s been a while. Check...
Theater 101 for Customer Service and Communication Skills

Theater 101 for Customer Service and Communication Skills

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   So You Wanna Be A Star? READ ON… If you’ve never been in a play, band, chorus, dance group or any other form of theater where the audience is...
I’m The Busboy, But I Will Get It For You

I’m The Busboy, But I Will Get It For You

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training   It was in a Las Vegas NON-STRIP hotel restaurant. My husband Dick and I were seated quickly enough, but the wait for silverware, water, menu and a waiter...