There certainly are times when we don’t get a person’s name at the start of the call or, of course, even in person.

And most of the world, says, “What was your name again?” Sometimes, they even say “I’m sorry, I didn’t get your name.”

So then why is that statement so ineffective? Because it simply says: “I wasn’t paying any attention.” It’s nearly worse than asking to take a message and telling the caller, “Wait a minute, I gotta get a pen and paper.” The caller is ready . . . you are not. Frustrating to the caller or the customer and it doesn’t need to be!

You don’t need to be the person who says that. You can use our Telephone Doctor TIP and ‘shine.’

Watch the video and see how easy it is to be a bit more proactive and get it right!

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.