What do you do when it’s no longer just an irate customer? When it’s beyond angry? How do you handle the situation? What can you do to save the account? The all-important relationship? And, of course, the business? By Nancy Friedman
Over the years I’ve been blessed with working and training dozens of franchise businesses. Bottom line, showing them how to improve communications and customer service with their customers. By Nancy Friedman
Having spoken at many of the consultant companies in the franchise industry over the years, the truth of the matter is, I have never been a franchise consultant. By Nancy Friedman
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
We have nine ways to communicate (maybe more), and often miscommunicate, in the business world: face-to-face, email, snail mail, fax, phone, voicemail, text, chat and social media. 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
There are all sorts of reports, polls, and data on why customers leave a place of business, any business, due to poor service. Here’s one off the top of my head. We had a rather costly copy machine installed at our office a while back. We’ve never heard from anyone at the company. No thank you note. No nothing. Oh wait, we did get an invoice. And that’s just one item, one industry. 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