Nancy Friedman
Nancy Friedman
Nancy J. Friedman is an American customer service and telephone skills consultant...
bad job positive therapy unless words
Words like -- 'you did a bad job and you always do that' -- they tell you in therapy that 'you' is a very destructive word unless it is used in a positive way,
conversation positive tone
You set the tone of the conversation in a positive mode, and that is really what counts.
angry anybody easy hang value
There's very little value in getting angry at anybody over the telephone, it is too easy to hang up.
angry value
There's very little value in getting angry over the telephone.
positive start time weather wonderful
You need to start out with something positive like: 'I am having a wonderful time here, the weather is great. Unfortunately ...' and then go into your negative,
companies direct good known line pulls service top
There is a direct correlation between the companies that are known for good service and service training. There's a line that pulls it right from the top to the bottom.