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

Everyone seems to want to talk about the “customer service experience.” And, yes it’s certainly important. But in order to get to the experience, there needs to be ‘training.’

8 out of 10 people will never do business with you again and won’t tell you. You’ll never know why. They just go away.

8 out of 10 people will tell 11 others how bad you are and only 1 out of 10 will tell others how good you are.

No one aspires to be mediocre, so we need to learn how to soar above it and keep your customers coming back and singing your praises.

Learn how to create a customer experience that will put you on the customer service map. There is a direct correlation between a great customer service experience and the training that led to that.

Those wonderful companies that give you the great experience you talk about and remember have had some sort of training program.

Very few folks have the automatic DNA that makes them great service people without some sort of customer service training.

What does your customer service training program look like? If you need a great one, look into

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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.