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

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Company Welcome Mat

Customers should be treated as welcome guests when they call an organization; instead, they’re often treated like an interruption or, even worse, an annoyance. More than 90 percent of all customer service includes a telephone call. That said, customer service mistakes happen any time and in many ways, whichever way you communicate with your customers.

These customer service tips will help you start or benchmark your own customer service training program. Bring your staff together at a time when everyone can attend and talk about any frustrating customer events. Discuss how they handled them versus how it could have been done. The meeting can be short, maybe 15 minutes, and it doesn’t need to be daily—but it does need to be ...

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