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How to Prevent “Bad Apples” from Spoiling the Team
Research shows that one “bad apple” – an employee with a negative attitude – can impact your entire team. It doesn’t take long before the gloomy team member infects others with their defeatist...
View ArticleCustomer Service vs. Common Sense?
By Nancy Friedman, Keynote Speaker, Customer Service Expert, President of Telephone Doctor Customer Service Training We’ve all heard the saying: “Hey, customer service is just plain old common sense.”...
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The ASAP Technique For Handling Irate Customers
by Nancy Friedman, the Telephone Doctor If you spend time in a customer facing position there’s a high probability you’ll encounter customers who are upset, rude, angry and irate. For some of us it’s...
View Article10 Things Your Customers Won’t Tell You
But we will And just in time for the Holidays Take Heed. By Nancy Friedman, The Telephone Doctor Most business owners know that customers will walk – take their business elsewhere if they’re not...
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Shopping Habits of the Millennial Generation
by Jared Grafman The vast majority of music and news businesses failed to adapt with the Millennial generation. As a result, the two industries are still, today, rebuilding essentially from scratch....
View ArticleSuperior Customer Service Pays off for this Auto Dealer
For our Car Dealer and Retail Clients: Suggested reading from AutoNews.com - http://www.autonews.com/article/20140512/RETAIL07/305129963/matick-chevrolet-says-hello-to-customers-hello-to-sales#...
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Customer Loyalty Training Package
This instant customer service, team building, conflict resolution, leadership and communication training library will make your organization a world-class service provider! Get The Works! and equip...
View Article8 Tips For Effective Email Communication
By Nancy Friedman, The Telephone Doctor A recent report estimated that over 300 billion emails are sent each day! Spam messages are jamming in-boxes across the globe and the average business person now...
View ArticleFive Simple Ways to Sabotage Your Business
By Nancy Friedman, Telephone Doctor There are many, many ways to sabotage your business. And, chances are, your staff is doing some of these now on the phone and in person. And worse yet, you’ve...
View ArticleKiller Words of Customer Service
by Nancy Friedman, the Telephone Doctor Are You Driving Your Customers Away? A recent Telephone Doctor survey revealed these common sayings to be Killer Words of Customer Service. These Killer Words...
View ArticleCustomer Service Challenges: Working at a Call Center
Identify and Discuss Common Customer Service Challenges Perfect for ALL customer contact employees. Eight wrong-way vignettes put your class in charge of determining what went wrong and how each...
View ArticleCustomer Service Challenges: MORE Call Center Difficulties
Eight More Common Customer Service Challenges Eight MORE wrong way vignettes put your class in charge of determining what went wrong and how each customer interface should have been handled. Scenes...
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