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

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.