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

Seems so 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. 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 at the point of sale, all that money is wasted. Poor customer service 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 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 on how to deal with the consumer if they are to compete against the technology threat.

We can battle the online phenomena. If you’re not receiving our newsletters that provide tips, skills, ideas and techniques, please log on to and sign up to start receiving yours!

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


Nancy Friedman

Nancy Friedman

Nancy Friedman, customer service keynote speaker, is founder and chairman of Telephone Doctor Customer Service Training and a featured speaker at franchise, association, and corporate meetings around the world. A popular TV guest, she appeared on Oprah, The Today Show, CNN, FOX News, Good Morning America and CBS This Morning, as well as hundreds of other radio, television and print outlets around the world, including the Wall Street Journal, and USA Today. The author of 9 books on her chosen topics, Nancy helps corporate America improve their communications with their customers & co-workers.