21 Golden NuggetsDelivering Great Customer Service        by Nancy Friedman      The Telephone Doctor
Nancy FriedmanTelephone Doctor Customer Service Training
1. Say something nice to   someone at least once   a day
2. When in doubt, leave   it out
3. Don’t ever argue with a   customer
4. Add a note to anything   you mail out to a   customer
5. Use ―we‖ statements
6. Be the one to say hello   first
7. Keep the fences low
8. Be a double checker
9. We cannot do two things   well at once
10. Watch your attitude
11. Respond rapidly
12. Firm handshake
13. Send thank you notes
14. Use your name when    answering the phone
15. Listen
16. It shouldn’t take two    people to give good    customer service
17. Show empathy and    sympathy. Know the    difference.
18. I apologize vs. I’m sorry.    Know the difference.
19. Be prepared
20. Smile
21. Reserved for your own    customer service tip
Telephone DoctorCustomer Service Training30 Hollenberg CourtSt. Louis, MO 63044314-291-1012nancy@telephonedoctor.comwww.te...
Exclusive Webinar Offers Service Ensure   •   Graded call evaluations via LogMyCalls   •   1 Free, Scored, Mystery Shoppi...
Next Webinar Thursday, October 18 – 2 PM EDT Title: The 7 Deadly Sins of Landing Page Optimization       Your baby is ug...
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Webinar - 21 Customer Service Golden Nuggets

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The Telephone Doctor Nancy Friedman delivered a LogMyCalls webinar on customer service and sales success. Awesomeness.

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Webinar - 21 Customer Service Golden Nuggets

  1. 1. 21 Golden NuggetsDelivering Great Customer Service by Nancy Friedman The Telephone Doctor
  2. 2. Nancy FriedmanTelephone Doctor Customer Service Training
  3. 3. 1. Say something nice to someone at least once a day
  4. 4. 2. When in doubt, leave it out
  5. 5. 3. Don’t ever argue with a customer
  6. 6. 4. Add a note to anything you mail out to a customer
  7. 7. 5. Use ―we‖ statements
  8. 8. 6. Be the one to say hello first
  9. 9. 7. Keep the fences low
  10. 10. 8. Be a double checker
  11. 11. 9. We cannot do two things well at once
  12. 12. 10. Watch your attitude
  13. 13. 11. Respond rapidly
  14. 14. 12. Firm handshake
  15. 15. 13. Send thank you notes
  16. 16. 14. Use your name when answering the phone
  17. 17. 15. Listen
  18. 18. 16. It shouldn’t take two people to give good customer service
  19. 19. 17. Show empathy and sympathy. Know the difference.
  20. 20. 18. I apologize vs. I’m sorry. Know the difference.
  21. 21. 19. Be prepared
  22. 22. 20. Smile
  23. 23. 21. Reserved for your own customer service tip
  24. 24. Telephone DoctorCustomer Service Training30 Hollenberg CourtSt. Louis, MO 63044314-291-1012nancy@telephonedoctor.comwww.telephonedoctor.com
  25. 25. Exclusive Webinar Offers Service Ensure • Graded call evaluations via LogMyCalls • 1 Free, Scored, Mystery Shopping Call • Call Brandon at (435) 215-7042 LogMyCalls Free Trial • Call Recording – Hear performance • Call Scoring – Measure performance • Telephone Doctor Scorecards • LogMyCalls.com/pro • Coupon Code: IMAPRO1 • Call (866) 811-8880
  26. 26. Next Webinar Thursday, October 18 – 2 PM EDT Title: The 7 Deadly Sins of Landing Page Optimization Your baby is ugly—your landing pages have severe and fundamental problems. Luckily, many landing page problems are universal and can be easily corrected. • Why less is more when it comes to landing page design elements • How to align the content of your landing pages with visitors’ expectations • Tips on clarifying your call to action • How to ruthlessly edit your text to simple headlines and short bullet listsTim Ash, CEO, SiteTuners Tim Ash is the author of bestselling book Landing Page Optimization and CEO of SiteTuners, a firm that specializes in improving conversion rates through landing pages diagnosis and redesign, conversion consulting, a/b testing and multivariate test plan creations. A computer scientist by education (his PhD studies were in Neural Networks and Artificial Intelligence), Tim has expertise in user-centered design, persuasion and understanding online behavior. He is one of the early pioneers of landing page design and testing. Tim has helped hundreds of companies including Canon, Google, Expedia, CBS, Sony, Facebook, Nestle, Verizon, Texas Instruments and Cisco.
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