Pricing issues and Customer Service

While this is only one industry…we all know it could be any industry.   I’ve “redacted” some of it (cuz I learned a new word)so simply insert any retailer you choose. This is one real person, with one real issue. Imagine the number of people having similar  issues in...
What is Your R-T-C Factor

What is Your R-T-C Factor

By Nancy Friedman, The Telephone Doctor In interviewing our customers, I found that there were several things they value. Things they want before the product or the service. They boiled down to three basic wants comprising of what we now call the R-T-C factor:...
Let’s Talk Voice Mail

Let’s Talk Voice Mail

By Nancy Friedman, Keynote Customer Service Expert; President, Telephone Doctor Customer Service Training   Our surveys are showing voice mail is now running far behind email to reach someone. However, since voice mail is still in use, let’s go over some of the...
Why Caller ID is Not a Great Idea

Why Caller ID is Not a Great Idea

By Nancy Friedman, Keynote Customer Service Expert; President, Telephone Doctor Customer Service Training   If this hasn’t happened to you yet, my bet is it will. You see the name or a number you recognize on the phone and pick it up with, “Hi Joe” (or whoever it...