By Nancy Friedman, Founder, Chairman, Customer Service Keynote Speaker, Telephone Doctor Customer Service Training

Resiliency:  NOW MORE THAN EVER  Short, sweet & to the point…..

No matter how customer service is delivered – face-to-face, online or over the phone, resiliency is a critically important service mentality. Resiliency is defined as having the ability to bounce back from adversity. From negativity.

We’ve heard the adage, “You can’t control what happens to you in life, but you can control how you react.”

This is especially true for businesses. At any time.  Client-facing team members regularly must serve as the lightning rod for customers who need to vent their frustration. Being aware of the importance that resiliency plays is the first step to changing behavior.

Resiliency: A Key Service Mentality

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.