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Nancy Friemdman is one of the country's top customer service training experts. Known as the Telephone Doctor, her company has produced more than 100 DVD and eLearning training courses on all aspects of customer communication, with niche topics as diverse as Service Recovery, Internal C/S, E-mail Etiquette, Motivation, Selling Skills, Coaching Skills, Behavioral-based Interviewing, Delivering Feedback and New Employee Orientation.

Nancy Friedman's story began more than twenty five years ago, when she called her insurance agent and told him, "Cancel all my policies!" She was upset after experiencing repeated episodes of poor phone service from his staff. Nancy's agent invited her to visit his office to teach his staff how to better handle customers. Combining the service techniques she had pioneered with an earlier start-up business with the presentation skills acquired from experience in professional theatre, Nancy's customer service training program 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 that newspaper approached Nancy and congratulated her by saying, "You've sure got all the cures...you're the Telephone Doctor!" After a series of Fortune 500® corporations repeatedly hired her to conduct her workshop, a company was formed to market these skills and techniques. Nancy had a full time career delivering workshops to corporations and associations across North America.

The following year they were contacted by a local producer who was familiar with these customer service workshops. He was interested in making a customer service training movie based on her teachings. They agreed and produced a 17 minute telephone skills training film. After some initially disappointing sales, the Friedmans purchased the rights to the original movie and went on to market over 10,000 prints.

Nancy Friedman's business is now one of the Top 500 Women Owned Businesses Today, and Telephone Doctor® Customer Service Training is a familiar and valued brand name within the corporate training and development marketplace. Over 60% of the company's current revenue is the result of repeat and referral customers. Core offerings continue to be The 18 module Complete DVD Training Library, ServiceSkills.com eLearning platform and on-site instructor-led workshops.

In Nancy Friedman's keynote presentations, she specializes in giving "how to" techniques based on real world experience, the techniques she has shared with companies world wide to increase service skills and gain a competitive edge.

Nancy Friedman is one of the most 'brought back' speakers at conferences & corporate meetings; having been asked several times to MDRT, the PCMA, the National Association of Mortgage Brokers, just to name a few. Nancy was recently a featured speaker at the TOM HOPKINS Sales Boot Camp in Phoenix, speaking to 800 Sales professionals who gave her a Standing Ovation. Nancy's quick wit, timing and keen sense of humor makes her a big hit with audiences of all sizes and across all management and sales titles.

Nancy's Most Popular Programs include:

Hell Hath No Fury Like a Customer Scorned.
This is a unique sales and customer service program that delivers the Telephone Doctor’s FAMOUS FIVE FORBIDDEN PHRASES. Ever wondered what frustrates your customers? Well, Nancy knows. She'll share the Five Forbidden Phrases and, yes, give you the positive alternatives. What are you or your staff saying that turns your customers off and makes them run to the competition? A content rich program designed to get your customers swearing BY YOU….not AT you! You'll be laughing & learning throughout.

How to be an Island of Excellence in an Ocean of Mediocrity – Communication Skills For Today's Business Professional
Whether you're an owner, management or staff, knowing where you fall in the customer service arena compared to where you need to be is normally an eye opening experience. This session starts with the Telephone Doctor's 10 Point Self-Assessment Quiz that helps you evaluate your current situation and identify the gap between where you are in the Customer Service arena and where you need to be. After the quiz, Nancy will go through each of the 10 points covered on the quiz and give you solid information you can apply immediately. The Q & A session will give you the opportunity to ask questions specific to your own situation, as well as the chance to ask questions pertaining to voice mail, email, phone, or any of the other communication channels. Whether you're in sales, management or service, you'll benefit from this extremely effective program.

Learning Outcomes:

• Understand the difference of passive, average and proactive sales and service
• Understand the pitfalls of having "emotional leakage"
• Understand exactly what "WACTEO" means
• Be able to handle irate customers

These and many, many more learning points are covered. The 7 touch points of communications, time permitting, is also covered. This program can be one, 2 or up to 3 hours if needed.

Sometime We Hire People Because They're Breathing: Finding the Right Attitude in your office.

Nearly all organizations want a Customer Service Culture. What do some organizations do to get & maintain that Culture? Everyone knows that fostering a positive mental attitude is critical to developing a customer service culture. But how many people know exactly what brings about that positive mental attitude? What specifically are the KEYS? Nancy Friedman, the Telephone Doctor, has found, and will share, the 7 Characteristics of a Positive Mental Attitude. The attitude that you want to foster on your team -- to facilitate a true Customer Service Culture. Not just another fluff program on attitude, you'll leave Nancy's program with solid information you can apply immediately.

Sales Skills From A to Z

A dynamic program on sales for the novice or the seasoned sales executive. From Soup to Nuts and A to Z, hear the alphabet of sales as well as the 5 Most Frustrating Voice Mail Phrases. Having call rejection concerns? Nancy will be distributing her article on call rejection. It's the only program that Nancy uses a DVD to help the audience learn the ALPHABET of sales. You'll walk out of this session far more prepared to handle those sales situations than when you walked into the program!

TELEPHONE INQUIRIES ARE NOT ALWAYS ABOUT PRICE: HOW TO CAPTURE THE CALL.

How much is that doggie in the window? You may recognize that as an old song, but it's still a current question. If your organization gets callers who price shop - or just call to get a price - and then hang up, this is a special program designed for you and your company. You see, most people ask about pricing because that's all they know to ask. It’s normally not really what they need at the first breath. And if you're giving the price and aren't getting their names...well, that's just a guaranteed lost sale. Learn more about this exciting and powerful program from the expert in getting names and information while giving great service, Nancy Friedman.

7 Touch Points of Customer Service

Great tools to help you communicate better with your customers and co-workers. In this time of miscommunications (eat here and get gas), we now have 7 methods/channels with which we communicate with our customers. From in person to fax, to email to phones, voice mail and more. Hear how to use all of them more effectively and have your customers swearing by you instead of at you. What is the NUMBER 1 frustration of the American Public? Nancy gives us the Telephone Doctor SURVEY results in the fun filled, action program. Plus Nancy will share the 5 Most Frustrating Voice Mail Phrases! We're betting some are even on your voice mail...

21 Ways to GREAT Customer Service
In this fast paced, uplifting, humorous and effective session, Nancy brings you the TOP 21 techniques in giving GREAT customer service. Take your Good Customer Service and pitch it. Get to GREAT Customer Service. This is a ONE HOUR session jam packed with ideas to make your organization GREAT. As with all Telephone Doctor programs - the Q & A segment is an enlightening one. And as usual, Nancy adds prizes throughout the session.

"You were able to cause a room full of overworked, skeptical, solo and small firm practitioners to laugh out loud for over an hour with your humorous antics and anecdotes. Needless to say, your reviews were outstanding."
Missouri Bar Association