On Wednesday, December 20th, 2017 at 12 Noon EST we had a live, interactive webinar with Nancy Friedman, President, Telephone Doctor Customer Service for her webinar – “Golden Nuggets of Sales & Service for WIA”.
Nancy Friedman is one of the country’s foremost experts on customer service and the president of Telephone Doctor Customer Service Training in St. Louis, MO, a business that improves customer relations by helping companies communicate better with their customers and coworkers.
Nancy is a highly respected and much sought-after speaker at franchise, corporation, association meetings and conferences and was voted Favorite Speaker in a national poll for Meetings & Conventions Magazine. She also received the coveted Entrepreneur Hall of Fame Award from St. Louis Small Business Monthly.
Friedman helps companies capture, navigate and convert a call, web or store visit to a positive experience and a sale. A few of her past and current clients include: BrightStar Care, Subway, SABRE, AT&T, SEMA, Goodyear, Minuteman Press International, Moran Family of Brands, Florida Independent Auto Dealers Assn., Central Intelligence Agency, National Association of Realtors, Chicago Cubs, WGN-TV in Chicago, and the National Security Agency.
Friedman is the author of nine books relating to improving customer service, communication skills and sales and has appeared on The Today Show, Oprah, CNN, CBS This Morning and Fox News for her expertise in improving customer relations.
According to Nancy, it’s crucial that companies are cognizant and caring about their telephone, internet and in-store face-to-face interactions with their customers. Customer service not only impacts sales and return business, but can ruin a company’s image.
“More business is lost due to poor service and poor treatment than poor product,” says Friedman. “Companies spend thousands of marketing dollars trying to make us buy their products and if that contact is not handled just right, all that money is wasted.”
According to Friedman, the main reason for poor customer service, from a greeter at a restaurant to a customer service representative at your company, is lack of proper training. Smart businesses that truly care about dealing with the public and providing quality customer service, invest in training programs. Exactly the type of service Friedman provides by speaking at conferences and delivering webinars.