Nancy Friedman

Nancy Friedman

The Telephone Doctor®, Customer Service Expert
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Program Descriptions

Hell Hath No Fury Like a Customer Scorned
The Five Forbidden Phrases
What are those wicked little phrases that instantly turn your customers off? They frustrate, they annoy, and they cost your business. As Nancy delivers the Telephone Doctor’s famous FIVE FORBIDDEN PHRASES, you’ll recognize them right away. Learn how to permanently banish them from your vocabulary, and replace them with powerful phrases that build customer loyalty and increase your sales. This content-rich program is designed to get your customers swearing BY you, not AT you!

Are You Really Engaged?
The Golden Nuggets of Customer Service & Sales
FACT: You get less than 20 seconds when a customer walks into your store or calls and asks a question. It’s those 20 seconds that means the sale. Nancy’s Golden Nuggets program is unique, engaging, entertaining and educating.

You’ll be laughing and learning ideas, tips, skills and techniques you’ll use immediately and forever to ensure your business captures & navigates that important call. There’s no magic pill, potion or wand to create customer loyalty that companies such as Apple, Amazon, Zappos, Whole Foods, Disney, Southwest, Chico’s and other get; but Nancy will get the ball rolling for you and move the needle on your ROI.

Labeled a “don’t miss” session, this program is for the seasoned executive to the novice employee.

How To Be an Island of Excellence in an Ocean of Mediocrity
10-Point Self-Assessment Quiz
See exactly where you and your company stand in delivering the almighty customer experience. Why do you need to know? For starters, consider these surprising customer defection facts:

  • 8 of 10 people who will never do business with you again won’t tell you that. They just go away.
  • 8 of 10 people will tell 11 others how bad you are (yet only 1 of 10 will tell others how good you are!).

No one aspires to mediocrity, so learn how to soar above it! Keep your customers coming back and singing your praises. This interactive session begins with participants taking the Telephone Doctor’s eye-opening 10-point self-assessment quiz.

You’ll see where you land on the customer service spectrum and pinpoint the gap between where you are and where you need to be. Nancy leads participants through each of the 10 points, arming you with customer service and sales tools you can use immediately and forever.

7 Traits of A Successful Leader Can You Grow and Change Like a Leader?
How do you handle growth and change? What about bad news? Or other obstacles that come your way? Does “Apathy” sound familiar? In this program, keynote speaker Nancy Friedman shares how to handle growth and change with grace, and uncovers the strategies behind these 7 leadership traits:

  • Choose Your Attitude In Advance
  • Visualize Success
  • Demonstrate Humor, Energy and Enthusiasm
  • Resist Negative Tendencies
  • Be a “Whatever It Takes Person” Embrace Change; Expect It and Accept It
  • Be Grateful For What You Have

    Sales & Communication Skills A to Z
    Learn the language of sales from Nancy Friedman, an expert in capturing and navigating the customer contact from lead to sale. From soup to nuts, front to back, and A to Z, this dynamic and interactive sales program is bursting with tips, skills and techniques you’ll use forever.

    Whether you’re a seasoned sales executive or just starting out, you’ll walk out of this session prepared to handle every sales situation like a champ. Always a hit and labeled a DON’T MISS session! Come join the fun. Special bonus: Nancy shares the 5 Most Frustrating Voice Mail Phrases. The invaluable Q & A at the end is worth the entire program! (DVD and projection screen used)

    The Five MUSTS of Selling to Women
    Is it really different, selling to women vs. selling to men? Hmmm, …
  • Do they drive differently?
  • Walk differently?
  • Think differently?
  • Do they talk differently?

    You bet they do. And they buy differently, too! Nancy delves into the ‘how to’ of selling to women. And not just because she is one. She understands and shares the driving forces behind a woman’s buying decisions. If you miss certain cues, you could miss the sale. So don’t miss this laugh-out-loud, yet very serious session! Oh, and there are more than just 5 “musts” (that was just to get your attention!), and you can probably use them on men, too!

    Telephone Inquiries Are Not Always About Price – How to Navigate the Call
    How much is that doggie in the window? You may recognize that as an old song, but it’s still a current question. If you get price-shopped, this is a great program for your audience. You see, most people ask about pricing because that’s all they know to ask. It’s normally not really what they need at the first breath.

    Whether on the phone or in person, if your employees (or you) are giving away price estimates and not getting anything in return (like a name or an appointment), that’s a lost opportunity and possibly a lost sale. Nancy is an expert at engaging the contact, getting names, and gathering information. She will help you get more appointments and eventually more sales!

    The Entrepreneurial Edge
    Stumbling blocks. Most everyone encounters them, whether they happen in your personal life or on your career path. But it’s how you handle these situations that will set you apart.

    Through the story of how Telephone Doctor came to be, you’ll learn how the basic entrepreneurial spirit carried one dream into reality, and how you can gain the entrepreneurial edge.

    12 Hot “Cold Call” Techniques
    As an expert in cold calling, whether it’s business-to-business or business-to-consumer, Nancy has presented this program to those in need of sprucing up their cold call techniques. Whether you’re a novice or a seasoned sales person, you will learn something new and valuable.

    She’s the author of Telesales from A to Z and has some of the most effective sales tools and techniques available.

    A powerful program for salespeople who want to improve and succeed.

    Customer Service 411
    Nancy Friedman, The Telephone Doctor, brings the 8 Killer Words to life – words that distract, words that confuse, annoy and can stop a conversation. When that happens, it can be tough to get back on track.

    Some of your folks may be using them. And if they are, they could be “killing the deal.”

    You’ll wish you had known about these words sooner; you’d have saved a lot of sales.

    The Customer Experience Defined
    I’m often asked, “Nancy, what exactly is the Customer Service Experience?”

    Well, as you can imagine, it’s not one thing. It’s many things – some big and some quite small or simple. Together, they create an overall service experience for your customers that builds loyalty, positive sentiments for your brand, and ultimately a stronger bottom line for your business. In this fun, content-rich program, Nancy shares a treasure trove of information that will help you bring that “EXPERIENCE” everyone is looking for into your organization.

    This session will benefit organizations of every size and shape, and applies to participants at every level, from the front line all the way to the top!

    Common Sense Customer Service is NOT Really So Common!
    You hear it over and over… Gee, customer service is just plain old common sense, isn’t it? Well if it were, there wouldn’t be so much talk about it!

    So let’s just admit it: Common sense in customer service is NOT so common.

    In this program, Nancy goes over the subtle differences between what’s right and what’s not; what’s common and what’s uncommon; and the words and actions that frustrate the customer, no matter what industry. If you’ve ever been irritated by a service situation and thought, “Gee, you’d think they’d use some common sense,” then this is a good program for your group. Like all of Nancy’s programs, she engages with the audience, and gets them laughing and learning her “common sense” ideas and techniques!
  • Why Book Nancy Friedman?

  • She delivers inspiration with real practical takeaways in customer service that can be implemented immediately for increased ROI.

  • Her programs are high-energy, high in content, and best of all, provide techniques to implement for success.

  • Videos

    Biography Read more

    “Your people stink!”

    Those 3 words created todays popular Telephone Doctor Customer Service Training Company headquartered in St. Louis, MO. Telephone Doctor helps companies communicate better with their customers and coworkers.

    With three With three divisions,, their boutique, robust online training platform with 13 series and over 150 modules covers all aspects of customer service and communications for internal and external customers. Nancy’s onsite presentations are presented at conferences and meetings all over the country and internationally as well. And there are webinars as well.

    Nancy is one of the country’s foremost experts on customer service, sales, communications and telephone skills and is president of Telephone Doctor.

    A highly respected and much sought-after speaker at franchise, corporate association meetings and conferences, Nancy was voted a Favorite Speaker in a national poll for Meetings & Conventions Magazine.

    “More business is lost due to poor service and poor treatment than poor product,” says Friedman. Companies spend thousands of marketing dollars trying to get us to buy their products and if that contact is not handled just right, all that money is wasted. She helps companies capture, navigate and convert a call to a positive customer service experience and a sale. Handling face-to-face training as well, all Telephone Doctor customer service techniques can be used in all 6 touch points of communications.

    Her past and current clients include: FASTSIGNS, Amada Senior Care, BrightStar Care, Florida Automotive Dealers Assn., SEMA, ATRA, Big O Tires, Goodyear Tire, Christian Brothers Automotive, Moran Family of Brands, Jackson Hewitt Tax, Minuteman Press, AT&T, the Central Intelligence Agency, National Association of Realtors, Chicago Cubs, WGN-TV in Chicago, Subway, Rita’s Ice, International Franchise Association, National Security Agency, Chem-Dry, Sabre, the Shot Show, and hundreds of other meetings around the country.

    The author of nine books relating to improving customer service and communication skills, Nancy has appeared on Oprah, Fox News, The Today Show, CNN, CBS This Morning, Good Morning America and hundreds of other radio and TV shows across the country and internationally. Highly respected for her expertise in improving customer service internally and externally Nancy has been written up in the Wall Street Journal and USA Today.

    The Telephone Doctor Customer Service Series on the online platform remains one of the most popular in the training industry.

    The recipient of the Entrepreneur Hall of Fame award from St. Louis Small Business Monthly Nancy has been named one of the 25 Most Successful Business Women in St. Louis.

    Before she founded The Telephone Doctor, she and her husband, Dick, owned and operated two FM radio stations. One in San Diego and then St. Louis. The couple live in St. Louis; with both of their children working with them. David is Managing Director of Telephone Doctor and Service Skills, and Linda Steinberg, is Customer Success Manger Born and raised in Chicago, IL, she is an avid Cub’s fan.

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    "Nancy Friedman is very well known within the world of franchising, and she has a fantastic reputation. As our keynote speaker for our 2019 Annual Franchise Conference, she did not disappoint, and I would wholeheartedly recommend her to any organization seeking a dynamic, fun, knowledgeable speaker who will make an impact while providing true nuggets of wisdom."
    --Amada Senior Care

    “Picking a keynote speaker for an event is a strenuous task that carries with it a lot of stress before the choice is made and that stress carries until the day of the event. I am happy to say that you and your team made this a breeze. You are an amazing presenter, and I have never seen anyone with your energy your comedic timing and mastery of the topic at hand. Thank you!”
    --Fiesta Franchise Corporation