Six Cardinal Rules of Customer Service

Six Cardinal Rules of Customer Service

Cardinal Rule #1 – People Before Paperwork When someone walks into your place of business, or calls you while you’re working on something, drop everything for that person. Remember, paper can wait, people should not. Cardinal Rule #2 – Rushing Threatens...
POST COVID-19  CUSTOMER SERVICE TIPS

POST COVID-19 CUSTOMER SERVICE TIPS

How do we “do” customer service in this ‘new normal’ and virtually? It’s the same, but a bit more of it. Customers expect great service 24/7/365. Always have. On the phone or in person. Let’s not let COVID be that excuse. Yes, many...
POST COVID-19  CUSTOMER SERVICE TIPS

This is a JUST Blog (Meaning: A well-deserved blog)

I’m JUST saying… The word “JUST” gets misused often. Or not well used, is a better analogy, I believe. The following uses of the word “JUST” are semi useless: I JUST wanted to see if you received my email … OR I’m JUST following up to see if you are interested … OR...
POST COVID-19  CUSTOMER SERVICE TIPS

What’s Retail to Do About Customer Service During COVID 19? Wait, wait, wait … we mean all businesses!

WAIT – WAIT – WAIT … ALL BUSINESSES!!! Here are 5 steps to help every retailer ‘up’ their game on customer service and help their harried, hassled customers as well as their worn-down, tired help during tough and all the times. Actually, ALL BUSINESSES....
RESILIENCY VIDEO – WHAT WE NEED – NOW MORE THAN EVER

RESILIENCY VIDEO – WHAT WE NEED – NOW MORE THAN EVER

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...
GOSSIP: A Short True Story + Good Follow Up

GOSSIP: A Short True Story + Good Follow Up

By Nancy Friedman, Founder, Chairman, Telephone Doctor Customer Service Training, Keynote Customer Service Speaker Why it’s important to be a double checker. A while back I was sitting in my office & there was a knock on my door. It was one of our fairly new...