“Your People Stink!!!”
I said that once…and wound up with an entire business. READ ON
The staff at the insurance agent’s office where we had several policies were so bad. So rude. Couldn’t do this, couldn’t do that – Everything was negative.
So I called the agent and cancelled all my policies. No small job, we were his largest client. He was floored. Why? He asked. What did he do wrong?
He was never there – I dealt with his staff. And they were B A D. Real B A D.
He asked me to come over to his office and show his folks what they should be doing.
It was hard to fathom these supposedly “people oriented” folks who were trying to help client’s day in and day out were impressed with my ideas to say “thank you.” Say “please.” Say “you’re welcome.” The list goes on. I spent about 30 minute explaining HOW I SHOULD HAVE BEEN HANDLED. What they should have said and done. They wrote as fast as I was talking.
A few days later, a newspaper publisher friend of mine heard about what I had done, and asked me to come show his ‘folks at the paper’ what they should be doing. He felt they were losing ads and subscribers.
So I flew to Davenport, Iowa and delivered four programs for the staff. After the last program the editor of the newspaper paper came up and thanked me. He said, “thank you so much…. “You’re super. You’re like the doctor. In fact, I’m gonna call you the Telephone Doctor.”
I came home and told my husband, Hey Dick, “Someone called me the Telephone Doctor. What should we do?”
He said, “Let’s go get it registered…we’re gonna have some fun.”
And fun we’ve been having – running around the country – the world if you will – helping companies communicate better with their customers.
My mantra has been;
“More business is lost due to poor service and poor treatment than poor product.”
Nancy is president & founder of Telephone Doctor Customer Service Training. Telephone Doctor continues to grow and now includes ServiceSkills.com, an eLearning platform offering over 100 online training modules on customer service, customer loyalty, communications, internal customer service, sales training, and management & leadership programs.
When Oprah, The Today Show, CBS This Morning, Good Morning America, Good Morning Canada and Great Britain, CNN, Fox News, Wall Street Journal, USA Today and other well respected radio, TV and publications need a customer service expert, they call on Nancy Friedman. You should, too!
The author of nine books on communications, sales, and customer service, Nancy will energize, inspire, and motivate you with tips, ideas, skills, and techniques you’ll use the rest of your life. Nancy’s keynote speaker presentations are high-energy, high in content, and best of all, high-results
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