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


I walked into 3 different stores in a shopping mall the other day. Asked for three separate items. A simple: Do you carry XXX?

Got the same blunt “no” all three times. No other offer. No positive alternative. Just a flat REJECTION. How passive. (Oh wait, I did get a “sorry ’bout that.”)

Was I surprised? Yes and no. Naturally, my mind went into my training mode and I thought, “Poor things – they didn’t get any training. Not their fault.” But then I thought, “WOW. There’s always a Plan B. Even in selling. Especially in selling!”

It felt as though the folks who were there to help me were NUMB – YES, NUMB to customer service.

Whose fault is that? What’s your thinking?  The store owner? The store manager? The clerk?

Let’s hear from you.

By the way, if you’re the store owner or manager, check out our online platform to help your folks and your customers. You’ll thank me, because we’ll help your sales.

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.