How To Avoid Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul

How To Avoid Emotional Leakage – Getting Mad at Peter and Taking it Out on Paul

By Nancy Friedman, Keynote Customer Service Speaker; President, Telephone Doctor Customer Service Training We’ve all seen it happen. A coworker comes into work storming angry; mouth turned down in a frown; walks through the office without saying hello to anyone; sits...
5 Frustrating Voice Mail Phrases that are on Your Phone. Bet they are!

5 Frustrating Voice Mail Phrases that are on Your Phone. Bet they are!

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training   When was the last time you checked your own voice mail on your cell phone? Or on your office or home desk phone? My guess? It’s been a while. Check...
Telephone Soft Skills for Everyone

Telephone Soft Skills for Everyone

By Nancy Friedman, Keynote Speaker, Customer Service Expert, President Telephone Doctor Customer Service Training   “Even with all the new technology, people skills are actually more important now,” Bank of America Chief Executive Officer Brian Moynihan said in a...

Cell Phone Voice Mail Phrases Right Way – Wrong Way

By Nancy Friedman, Customer Service Keynote Speaker, President Telephone Doctor Customer Service  A few months ago we ran a blog/article on what NOT to say on your cell phone voice mail. We had many comments back to us (in loud form), “OK Nancy, if we shouldn’t...

Do You Suffer From Emotional Leakage?

By Nancy Friedman, Customer Service & Communication Keynote Speaker & President, Telephone Doctor Customer Service, Inc.Emotional Leakage – Getting at mad at Peter and taking it out on Paul. Not right, not fair, not fun.We’ve all seen it happen.A...