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:
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:
Why Book Nancy Friedman?
“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, www.serviceskills.com, 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 www.serviceskills.com 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.