Communication extends far beyond words. Some of the most important methods of communication encompass gestures, facial expressions, body language and even silence. As salespeople, we need to understand nuances of nonverbal cues, which will significantly enhance our ability to communicate effectively and build stronger relationships. By Nancy Friedman
No matter what job or position you hold, talking and speaking with confidence is critical. Here’s a short message using the letters of the word confidence to help you remember. By Nancy Friedman
While the country is experiencing corporate downsizing and layoffs, we highly advise companies not to neglect the staff they have retained. Unfortunately, there are companies who while experiencing the emotional trauma of laying off staff, that forget they still have employees and those are the ones that must have customer service training. By Nancy Friedman
Here’s an important announcement from some of the many and varied surveys Telephone Doctor Customer Service Training has conducted over the years. A while back I wanted to find out how people felt when they were rejected. What came out of those interviews and surveys was no one wants to be told “no” at the start of a sentence. By Nancy Friedman
A while back we surveyed a group of folks on how they felt about getting bad customer service. We found 7 common threads. We labeled them the 7 Consequences of Bad Customer Service. By Nancy Friedman
At a conference a while back, a gentleman came up to me and said: “Nancy, I’m new in sales and I have trouble making cold calls. All our leads are cold and I’m not sure I can do this.” By Nancy Friedman
Hi all. We’re down to the final five of the Alphabet of Sales. I’ve had a great time sharing these tips and realize that each letter stands for many good sales tips. Whether you use these sales tips or others, have a great time in sales. That’s what it’s all about. FUN! By Nancy Friedman
It appears most of us are familiar with the basics of customer service tips. Say please, say thank you, don’t use ‘no problem’ to replace ‘you’re welcome,’ smile, and the list goes on. I certainly encourage everyone to go back to the basics. They’re always great refreshers and won’t ever go out of style. By Nancy Friedman
There are good game changers and not so good game changers. And in life, we need to work with both. By Nancy Friedman
Rapport building is not for everyone. By that, I mean that not everyone is good at it. Rapport building is an art, not science, and some of us are better at building rapport than others. For some, it’s a place where anxiety hangs high. By Nancy Friedman