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...

Why “Hi, how are you?” is Semi-Useless

By Nancy Friedman, The Telephone Doctor My mother lived with me in her last years. We enjoyed her sense of humor. Here’s part of what made me realize how useless the phrase, “Hi, how are you?” really is. The house phone rang. Esther answered. The man says, “Hi, Mrs....

Costly Corporate Comments

By: Nancy Friedman, President, Telephone Doctor Customer Service   We have all said them. We have all heard them. They aren’t dirty. They’re not 4 letter words. They’re not bad. They are comments that can and do cost your company time and money each time they are...

Five Phrases to Sabotage Your Business

By Nancy Friedman, President Telephone Doctor, Customer Service Expert & Engagement Specialist   There are many, many words and phrases that can and will sabotage your business. And, chances are, your staff is saying some of these now without your even...

eCommerce Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service Unless you live under a rock, you know we are well into the era of the internet, online and social media. The demands of customers for superior service have...

11+ Theatre Skills for Customer Service

By Nancy Friedman, Keynote Speaker, Customer Service Expert and President of Telephone Doctor Customer Service   What type of theatre experience have you ever had? Why do I ask you that question? Because if you have ever been on stage in a play, part of a band,...