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

The Telephone Doctor’s6 Cardinal Rules ofCustomer Service

There are a lot of “rules” in customer service, but few more important than the six we’ve listed here. Each makes a valid statement and will increase the satisfaction of your customers.

Cardinal Rule #1: Personal Responsibility/Accountability: Don’t Pass the Buck

One of the most important attributes a company staff member can have is personal responsibility—personal accountability. Those who have it refuse to accuse, blame, and complain. Those who do accuse, blame and complain break one of the most important cardinal rules. “Who” statements accuse and blame. “Who took my stapler?” We should use a more positive manner and take personal responsibility by saying, “I seem to have misplaced ...

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