“OK” is NOT “OK”

“OK” is NOT “OK”

By Nancy Friedman, Customer Service Expert; President, Telephone Doctor Customer Service Training For a few seasons I was hooked on American Idol. Not sure if that was good or bad. But I do know it was a whole lot of fun on a Tuesday night for a while. The three...
KILLER WORDS OF CUSTOMER SERVICE & EVERYTHING ELSE

KILLER WORDS OF CUSTOMER SERVICE & EVERYTHING ELSE

By Nancy Friedman, Customer Service Expert; President, Telephone Doctor Customer Service Training This is one of our most popular and request to reprint articles and we felt it was time to share again. As ‘grandma’ use to say, “Anything worth doing...
I’ve Never Seen a Hearse Pulling a U-Haul

I’ve Never Seen a Hearse Pulling a U-Haul

Right! You can’t take it with you. By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training   I’m a small business owner. They call folks like us ‘entrepreneurs’ and I’m damned proud to be one. But no...

Why “I Understand How You Feel” isn’t a great empathy statement.

By Nancy Friedman. Customer Service Keynote Speaker, President Telephone Doctor Customer Service Training. If I could, I would eliminate this phrase from customer service. There is simply no way on G-Ds green earth one person can understand the feelings of others. We...
How to Handle the Irate Customer

How to Handle the Irate Customer

Anyone working in the people business will tell you that occasional upset, angry, irate customers simply come with the territory. Nancy shares an effective four point plan for calming irate customers and maximizing your chances of retaining their business.