By Nancy Friedman, Keynote Customer Service Speaker – President Telephone Doctor Customer Service Training who provides AWESOME CUSTOMER SERVICE

Think of all the words used describing good/great/excellent/etc. service provided.

Think of all the companies that say they deliver the best customer service and then don’t.

So what does AWESOME look like? Well, it’s not one thing. It’s not one person. It’s a little bit of everything.

Here’s a good sample. Names are protected although I really should disclose them for the credit one deserves while the other doesn’t.

AWESOME: I walked into a grocery store and picked up an item and said to an employee who happened to be close by: “I think I’ll like this, but I’m not sure.”

Without missing a beat, she says, “You know you can take it home, try it, and anything you don’t like – you get your money back.” Wow that was awesome. Felt great.

And here’s the other side of the coin:

We purchased an exercise 65mm ball. We asked if they could pump it up for us and we’d come back the next day to pick it up. It was about 2 pm.

“Absolutely,” she says. “It takes about 30 minutes. We open at 11 am tomorrow, come on in and it’ll be here ready for you!”

(Okay, that’s close to awesome. But read on; it didn’t make it all the way.)

We came back the next day at 11 am as we were told.

Right.  It wasn’t ready. And a load of excuses came along with it. And a ‘sorry ’bout that’ apology. Like any of that helped.

What does AWESOME look like? It looks like people who keep their word. And go out of their way to help – BE AWESOME. Close only counts in horseshoes.


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.