Seems many businesses are feeling the technology disruption. The “Amazon Effect”, the popularity and ease of online shopping and the related changes in consumer behavior and preferences, is forcing businesses of all types large and small – to take a new look at customer service.

“More business is lost due to poor service and poor treatment than poor product,” says Friedman. “Companies spend thousands of marketing dollars trying to convince us to buy their products, and services but if that contact is not handled just right by at the point of sale, all that money is wasted. Customers service failures and dissatisfaction not only impact sales and return business, but can damage a brand and lead to shaming on social media.”

Businesses who are concerned about the online sales should now invest in customer service training programs. They are so busy trying to survive that they overlook the importance of customer service as a way to counter the online threat.

In all businesses, from retail store salespersons, to a greeter at a restaurant, to representatives at a call center, to manufacturing and more… business owners and managers need to train their employees how to deal with the consumer if they are to compete against the technology threat.

Our next Newsletter will have 5 salient points on how and what you can do to battle the On Line phenomena. Stay Tuned!

Or if you’re in a hurry, please call me direct 314.291.1012.

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.