Are You Positive or Negative?

By Nancy Friedman, The Telephone Doctor; Keynote Customer Speaker; President, Telephone Doctor Customer Service Training Either way, one needs to practice. It’s easy to practice being positive and it’s much more difficult to practice being negative....
Boothmanship Customer Service 101

Boothmanship Customer Service 101

By Nancy Friedman, Telephone Doctor; Keynote speaker; President, Telephone Doctor Customer Service Training Anyone who has ever worked a booth at a trade show knows it’s just that – “WORK.” Lots of work. And sometimes, no lunch. Often long hours and the long hours are...
“How Can I Help You?” Is Not Necessary on Initial Greetings

“How Can I Help You?” Is Not Necessary on Initial Greetings

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training “How can I help you?” is not necessary on your initial greeting. You are there to help – that’s why you answered the phone. Besides, “How can I help you?”...