Nancy Friedman
BooksNancy is the Author of many books on Customer Service several of which are listed below.
Customer Service (finally) Defined - Ideas, Tips, Techniques & Skills You Can Use Now & Forever
From 4 Useless Words to Why We Don’t Always Need to Agree with the Customer to A Day in the Life of a Mystery Shopper and so much more, this new book from Nancy Friedman, keynote speaker, president of Telephone Doctor and an expert on customer service for over 30 years, brings you a world of ideas. Some new – some old – all good and easy to apply. Named one of America’s FAVORITE SPEAKERS, you can trust this book to move the needle on customer service.
$20.00 $10.00Add to cart
Hidden Gems

$20.00 $10.00Add to cart
50 Tips that Make a Big Difference

$20.00 $10.00Add to cart
54 Golden Nuggets
Quick Tips to Cure Your Business Communication ills. Nancy Friedman, has been writing about effective customer service for years and has been read by tens of thousands of business professionals. This compilation of over 54 of her most popular and most frequently requested articles is a no-nonsense guide to curing any and all customer service ills in your organization.
$20.00 $10.00Add to cart
Customer Service Nightmares
Wow! These stories can keep you up all night! A contest was held looking for true stories and the winner received $500. Read them and weep! No one could make these situations up. You’ll identify with them and actually find yourself saying, “If that were me, here’s what I’d do.”
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The Good The Bad & The Ugly
With apologies to Clint Eastwood; these true stories from the ‘field’ will make you laugh and want to ask WHY and HOW? Why do people do these things and how can it happen? We wanted to hear it all; the good, the bad and the ugly. You can use each story as a training lesson and learn from them.
$20.00 $10.00Add to cart
How to Get Your Customers Swearing by You, Not at You
Faced with the challenge of developing effective customer service training? Not sure where to start? Whether you are a novice at the customer service game or an experienced facilitator, this book will make the development process fun and a whole lot easier. This invaluable source of customer service material, tips and ideas are all geared toward keeping the customers you worked so hard to get.
$20.00 $10.00Add to cart
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