54 Golden Nuggets: The Best of the Telephone Doctor.
Quick Tips to Cure Your Business Communication Ills.
The best of The Telephone Doctor®. Nancy Friedman, has been writing
about effective customer service for years and has been read by tens of
thousands of business professionals. This compilation of over 50 of her most
popular and most frequently requested articles is a no-nonsense guide to curing
any and all customer service ills in your organization. If you’re a fan of Nancy, you already know
the treat you’re in for. If you’re discovering her for the first time, you’re
about to become a fan. Nancy
has appeared on Oprah, CNN and Good Morning America and her articles
have been published in The Wall Street
Journal and USA Today, as well as
hundreds of other publications.
The 54 articles cover all aspects of customer service and are
organized into four easy-to-reference sections: Customer service, telephone
service, human resources tips and voice mail/e-mail/cell phone tips. Each
article is geared toward keeping the customer you work so hard to get. From
correcting why new salespeople don’t succeed to handling irate customers to
dealing with foreign accents, this is the way to run a customer-focused
company.
Topics include:
How
not sabotage your business
The
art of apologizing
Hiring
the right voice
The
three-part greeting
Giving
bad news
Delivering
business-friendly customer service
The
dirty dozen cell phone flubs
Personal
accountability
Recovering
from a service disaster
Common
retail woes and how to fix them
And
more
Nancy
offers hundreds of practical solutions based on real-world situations and
common sense. If you want to create loyal customers and a bottom line that
looks better than it ever has, make this a must-read for every employee.