Nancy quoted:

……According to Nancy Friedman, when it comes to customer relations, no business is more on the front lines than the travel industry.


“From travel agents dealing with their clients, to the major airlines and hotels who field hundreds of customer relations issues and complaints daily, how you treat your clients can make a difference between keeping a customer or seeing them leave for someone else,” said Friedman, the President of Telephone Doctor Customer Service Training Inc. in St. Louis, Missouri.

Friedman said that when something goes wrong on a trip, nearly 99 percent of the time the agent is the one that gets blamed.


“Even for bad weather,” she said. “Some of them know how to handle the situation before it arises, but sadly, not enough agents have had proper customer relations training. When I speak to travel groups or agents, I can’t emphasize enough that more business is lost due to poor service and poor treatment than poor product.”


Travel agents and customer relations representatives are on the front line of the business. Friedman said that it’s key that they are knowledgeable, polite, positive and helpful in solving all client issues and problems.

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.