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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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21 Golden Nuggets Delivering Great Customer Service by Nancy Friedman The Telephone Doctor
Nancy Friedman Telephone 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 Doctor Customer Service Training 30 Hollenberg Court St. Louis, MO 63044 314-291-1012 nancy@telephonedoctor.com www.telephonedoctor.com
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
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 lists Tim 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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Webinar - 21 Customer Service Golden Nuggets

  • 1. 21 Golden Nuggets Delivering Great Customer Service by Nancy Friedman The Telephone Doctor
  • 2. Nancy Friedman Telephone Doctor Customer Service Training
  • 3. 1. Say something nice to someone at least once a day
  • 4. 2. When in doubt, leave it out
  • 5. 3. Don’t ever argue with a customer
  • 6. 4. Add a note to anything you mail out to a customer
  • 7. 5. Use ―we‖ statements
  • 8. 6. Be the one to say hello first
  • 9. 7. Keep the fences low
  • 10. 8. Be a double checker
  • 11. 9. We cannot do two things well at once
  • 12. 10. Watch your attitude
  • 15. 13. Send thank you notes
  • 16. 14. Use your name when answering the phone
  • 18. 16. It shouldn’t take two people to give good customer service
  • 19. 17. Show empathy and sympathy. Know the difference.
  • 20. 18. I apologize vs. I’m sorry. Know the difference.
  • 23. 21. Reserved for your own customer service tip
  • 24. Telephone Doctor Customer Service Training 30 Hollenberg Court St. Louis, MO 63044 314-291-1012 nancy@telephonedoctor.com www.telephonedoctor.com
  • 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. 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 lists Tim 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.