How to Handle the Irate Customer

How to Handle the Irate Customer

By: Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training Anyone working in the people business (and that’s pretty much everyone) will tell you that occasional upset, angry, irate customers simply come...

Is it a Problem or an Inconvenience?

By Nancy Friedman, Speaker, President Telephone Doctor Customer ServiceThere is a huge difference between a problem and an inconvenience. You know it, I know it and your customers know it.Listen to what HAPPENED TO ME the other day. We ordered a new copy machine at...

5 Frustrating Voice Mail/Cell Phone Phrases

By Nancy Friedman, Telephone Doctor® Voice mail (business or cell) remains a large frustration in this busy business world. And it’s not just voice mail. The automated attendant is also on the list. In an effort to help reduce voice mail frustration, here are the five...

We Are Customers To Each Other

By Nancy Friedman, the Telephone Doctor  Everyone’s busy, stressed out and short of time.   Are we forgetting some people?   We usually remember to thank our customers. And we probably don’t have any trouble thanking family. However, there is a group of folks that are...