Nancy
Friedman's
Articles
Nancy
Friedman is president of
Telephone Doctor, an international
customer service training company, based in St. Louis, MO.
Nancy is the author of four best selling books.
Contact Nancy at 314-291-1012 or nancy@telephonedoctor.com.
Are You Passive, Average, or Proactive?
Building
Rapport with Callers
The
Cardinal Rules of Customer Service
The Company Welcome Mat: Keep
Customers Knocking on Your Door
Don’t
Sabotage Your Company
Effective Questioning Skills
Emotional Leakage: Getting Mad at Peter and Taking it Out on Paul
Essential Elements of Internal
Customer Service
Five
Most Frustrating Voice Mail Phrases
How to Handle the Foreign Accent
“If
You Know Your Party’s Extension…”
Improving Listening Skills
Keys
to a Positive Attitude
Service Recovery: The Art of Damage
Control
Steps to Service Recovery
Strategies for Handling Irate Callers
That’s
Just Rude! Exploring the Rudeness Matrix
Things
Your Callers Never Want to Hear
Top
Telephone Pet Peeve is Put On Hold
The
Touch Points of Communications
Twenty-One
Ways to Great Customer Service
Voicemail
Tips
Watch That Tone Of Voice
Weak
Wimpy Words
What’s
Your Service Mentality IQ?
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