No matter if customer service is delivered face-to-face, online or over the phone, resiliency is a critically important service mentality. Resiliency is defined as having the ability to bounce back from adversity.

We’ve all heard the adage, “You can’t control what happens to you in life, but you can control how you react.” This is especially true for anyone in the customer care business. Client-facing team members regularly must serve as the lightning rod for customers who need to vent their frustration. Being aware of the importance that resiliency plays is the first step to changing behavior.

Watch this Video and see for yourself.

Nancy Friedman

Nancy Friedman

While temporarily halting her ‘travel’ onsite programs, Nancy has been thriving and having fun with her popular ZOOM programs at meetings and conferences through the past year. Like they say, “Ya can’t hold a good gal down.” Nancy’s ZOOM programs are interactive, fun and downright laugh out loud. If you need a COVID RX shot and want your folks to laugh and learn, book a 30 minute or 1 hour session with Nancy. Audiences have applauded her GOLDEN NUGGETS program on Zoom with high accolades. Sure, she hopes to be back on the road with her clients soon. But until then, these sessions haven’t let anyone down. Corporate or franchise, large or small groups, let Nancy know if you’re interested. CALL 314-291-1012 (she’s central time, St Louis, MO) or email her directly nancyf@telephonedoctor.com.