Telephone Doctor® Customer Service Collection

The Complete Spectrum of Customer Service Skills

World-Class Customer Service Training

Telephone Doctor® Collection is America’s favorite customer service training series and covers the full spectrum of customer care, client retention and customer service skills.

Customer service training expert Nancy Friedman hosts this 12-course series designed to give your employees the tactics, skills and techniques they need to deliver world-class customer service. Each training module offers “right way” and “wrong way” vignette examples.

Ninety-seven percent of buyers report that customer service is “important” or “very important” to their loyalty to a given brand. Improving your organization’s approach to customer interactions can have a noticeable impact on customer retention, renewal and satisfaction.

Ideal for office, remote employees or call center staff, each 30-minute communication skills eLearning course covers a key component of customer service skills, including:

  • Importance of a service-oriented mindset
  • Proper techniques for conflict resolution
  • Improving question quality
  • Phrases to avoid when speaking to customers
  • Proper recovery from a service mishap
  • Value of a positive attitude
  • Effective listening techniques
  • Benefits of Positive Attitude
  • Handling irate customers
  • Cross selling and Up Selling
  • … and more!

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Here’s what your team will learn:


The Service Mentality℠ — Customer Service Training Course

This 9-chapter course identifies and highlights the seven key characteristics of customer service employees who demonstrate superior customer service skills, and offers tips for how your employees can incorporate these skills into their own client interactions.

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Listening Skills℠ — Customer Service Training Course

Listening is a critical component when determining the needs of your customer. Doesn’t everyone listen? Hearing is a physical process but listening requires mental involvement. This active listening course introduces six steps to help your team members improve listening skills.

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Questioning Techniques℠ — Customer Service Training Course

Proper questioning techniques are key when gaining needed information from a caller or customer. High-level questioning techniques are a learned skill. This course introduces seven types of questioning situations and illustrates how and when to employ them. Improving questioning techniques will expand one’s ability to effectively obtain valuable information to become a better problem solver.

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Five Forbidden Phrases℠ — Customer Service Training Course

Don’t tell customers what you can’t do, tell them what you can do. Your staff will learn the Five Forbidden Phrases℠ of Customer Service followed by the Positive Alternatives they should be using instead. By following the techniques in this program your team will prevent service mishaps before they occur. Includes both telephone and face to face examples.

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Six Cardinal Rules of Customer Service℠ — Customer Service Training Course

Take a visit to the Customer Service Hall of Shame℠, and meet the men and women responsible for pioneering poor customer service habits. Your employees will learn to recognize each behavior and want to work to avoid duplicating their errors.

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Proactive Customer Service℠ — Customer Service Training Course

Identifies and illustrates the differences between passive, average and proactive customer service levels. Also covers the importance of high energy, enthusiasm and rapport building skills. Includes strategies and verbiage for improving cross-selling and up-selling.

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Essential Telephone Skills℠ — Customer Service Training Course

Addresses ten simple yet crucial skills which form the very foundation for delivering exceptional customer service on the phone. Topics include answering a business call, placing callers on hold, offering spoken feedback signals, avoiding excuses, being aware of mouth noises and regain control of the conversation.

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Six Steps to Service Recovery℠ — Customer Service Training Course

It’s easy to look good when everything is going well; it’s when a customer experience goes wrong that your true character shows. In today’s competitive service environment, merely correcting the problem isn’t always enough. Many situations will require Service Recovery. Service Recovery is a specific set of actions that customer-oriented organizations take whenever there’s a disappointment for the customer.

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An Attitude for Service℠ — Customer Service Training Course

This powerful program helps viewers understand that a great attitude isn’t something that magically happens. Rather, it’s a choice that people make in advance about how they’re going to deal with life’s events. Key points include choosing your attitude in advance, visualizing success, and resisting negative influences.

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Business Friendly℠ Customer Service — Customer Service Training Course

This course teaches customer relationship professionals the importance of using a Business Friendly℠ tone when speaking to customers. Business Friendly℠ is defined as the middle ground between being too cold and impersonal and the other extreme of being too familiar.

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Killer Words of Customer Service℠ — Customer Service Training Course

This course features eight common phrases that are used innocently every day by customer service staff everywhere. Although these eight phrases are normally used with good intentions, they have the distinct effect of damaging customer relationships. This program illustrates how to avoid the “killer words,” and drives home the point that the customer’s perception is all that matters in service interactions.

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How to Handle the Irate Customer℠ — Customer Service Training Course

This proven customer service training program includes a highly effective four point plan for conflict resolution by calming irate customers and maximizing their situation. Trainees will first learn that irate calls are nothing personal. The customer is upset at a problem, not at the CSR. This program includes the proven ASAP technique for handling irate customers. 

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