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...

What’s Your R-T-C Factor?

By Nancy Friedman, The Telephone DoctorIn interviewing our customers, I found that there were several things they value. Things they want before the product or the service. They boiled down to three basic wants comprising of what we now call the R-T-C factor:...

8 Sinful Customer Service Actions

 By Nancy Friedman, Keynote Speaker, Author, President, Telephone Doctor Customer ServiceThis is not MY list. These “sins” are from my audiences who share their views when I speak at conferences across the country. We survey the groups to find out what bothers...

Scripts vs. Conversations

By Nancy Friedman, President / Keynote Customer Service Speaker / Telephone Doctor Customer Service Training For years I have been working with companies to upgrade, tweak and help with scripts their sales and/or customer service reps.Fast forward. Now we’re...

Franchise Today REVIEW from Franchise DIRECT on Nancy’s Interview

Franchise Today Review: Improving Customer Service November 25, 2014 Customer service expert Nancy Friedman was the guest on the November 19, 2014 edition of the podcast. Nancy aka the Telephone Doctor has been featured on The Oprah Show, The Today Show, CBS This...

Strangers on a Train

By Nancy Friedman, The Telephone Doctor   I love to read short blogs sometimes and I love to write them too. Blogs don’t always need to be long. This is one of those short ones. It’s about strangers and customers. We know we have paid customers. We know we have...