O'Reilly logo

54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Are You Guilty?

What’s your definition of customer service? What unprofessional behavior irritates you the most when, as a consumer, you are interacting with a company?

Sometimes, customer service that is perceived as rude is not intentional and often is the result of absent-mindedness or carelessness on behalf of an employee. Either way, bad customer service can translate into lower sales and lost business.

Based on the Telephone Doctor surveys, we’ve compiled 15 customer service NO NOs. They are listed below, along with Telephone Doctor’s guidelines (in parentheses) on how to do it right. Believe me, there are plenty more, but these are at the top of the list.

If your company’s customer service managers and frontline employees are guilty of ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required