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Ever wonder what really frustrates your customers? The Telephone Doctor knows. Uh, excuse me...the Telephone Doctor?
OK, her real name is Nancy Friedman, but the St. Louis woman has made a comfortable living with the title she registered over 20 years ago. The president and founder of Telephone Doctor Customer Service Training (www.telephonedoctor.com) has become a familiar brand name within corporate training and development departments.
Just recently, Friedman was invited to the Air Conditioning Contractors of America (ACCA) convention in San Jose to provide words of wisdom regarding customer service. She spoke of the five forbidden phrases that businesses - any business - should never, ever use.
Friedman was quick to point out that she was not intimately familiar with the HVACR world or even ACCA. However, she stressed that she is intimately familiar with the customer. "I could be one," she said. "And that's where this program comes from. It comes from the eyes of the customer."
In a nutshell, the phone no-nos are:
"I don't know ..."
Even if you don't know something, said...