Nancy Friedman
From humble beginnings: In 1982, Nancy Friedman
phoned her insurance agent and told him, "Cancel all my
policies!" She was upset after experiencing repeated episodes
of poor service from his staff. For most of us, the story might
have ended there. Instead, Nancy's agent pleaded with her to
visit his office and conduct a training course to teach his
staff to handle customers in the same great manner that Nancy
had developed over the years for Weatherline, Inc., an advertising
company she and her husband Dick founded. Combining these service
techniques with delivery skills she acquired from her professional
theatre background, Nancy's presentation proved to be extremely
entertaining and effective.
She was soon invited to train over 300 employees at a newspaper
in Iowa. It was after one of these sessions that the Editor
of the newspaper approached Nancy and congratulated her by saying,
"You've sure got all the cures...you're the Doctor...you're
the Telephone Doctor!" After a series of Fortune 500 corporations
repeatedly hired her to conduct her workshop, she and Dick formed
a company to market these skills. Before long, Nancy had a full
time career delivering workshops to corporations and associations
across the country.
The following year they were contacted by a producer who was
familiar with Nancy's customer service workshops. He was interested
in making a customer service training movie based on her teachings.
They agreed and shot a 17 minute movie in a single day. After
some initially disappointing sales, Dick and Nancy purchased
the rights to the original movie and went on to sell over 10,000
prints of it.
The company has released over 60 video and computer-based training
programs on all aspects of communication with niches as diverse
as E-mail Etiquette, Motivation, Sales Training, Debt Collection
and New Employee Orientation.
In just over 20 years, Telephone Doctor® Customer Service
Training has become a familiar and valued brand name within
corporate training and development departments. Over half of
the company's current business is the result of repeat or referrals.
Core offerings continue to be The Complete Video Training
Library and on-site instructor-led workshops. Telephone
Doctor® also offers keynote presentations, a comprehensive
e-Learning platform as well as a growing series of business
animations.
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