Nancy Friedman is the president of Telephone Doctor, an organisation dedicated to helping companies deliver great experiences when dealing with customers over the phone. Nancy is an expert at making sure your staff can get the information they need from callers, and in this episode shares why you should always be open and honest with your customers, plus shares her tips on how to deal with angry callers.

 

Resources mentioned: 
Telephone Doctor (website)
Service Skills (course)
Nancy Friedman (website)

 

Key takeaways (starts at 36:43):
Great service involves setting clear expectations.
Tell your customers what is happening so they can empathise with you.
The magic starts with hiring the right people.
Don’t be afraid to ask direct questions.
Training needs to happen on a regular basis to be effective.

Nancy Friedman is the president of Telephone Doctor, an organisation dedicated to helping companies deliver great experiences when dealing with customers over the phone. Nancy is an expert at making sure your staff can get the information they need from callers, and in this episode shares why you should always be open and honest with your customers, plus shares her tips on how to deal with angry callers.
&nbsp;
Resources mentioned: 
<ul>
<li><a href="http://www.telephonedoctor.com/">Telephone Doctor</a> (website)</li>
<li><a href="https://serviceskills.com/">Service Skills</a> (course)</li>
<li><a href="http://www.nancyfriedman.com/">Nancy Friedman</a> (website)</li>
</ul>
&nbsp;
Key takeaways (starts at 36:43):
<ol>
<li style="font-weight: 400;">Great service involves setting clear expectations.</li>
<li style="font-weight: 400;">Tell your customers what is happening so they can empathise with you.</li>
<li style="font-weight: 400;">The magic starts with hiring the right people.</li>
<li style="font-weight: 400;">Don&rsquo;t be afraid to ask direct questions.</li>
<li style="font-weight: 400;">Training needs to happen on a regular basis to be effective.</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.

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