Nancy Friedman

Nancy Friedman

Nancy Friedman is America’s most asked back speaker. And there’s a reason… she’s that good! Her simple, common sense customer service and sales material is quoted by thousands as ‘the best’ around. Nancy’s programs are packed with humor, motivation, tangible tips and valuable information that your audience can use immediately. Nancy’s business background affords her, and you, the benefit of having ‘been there.’ She will have your audiences laughing and learning with tips, skills, ideas and techniques that will last forever.

The skills, ideas and techniques that Nancy has mastered will translate into higher revenue, lower customer turnover and reduced stress on your customer service team. She’s a 2-time speaker at MDRT of insurance fame, and 4-times at ARA (American Rental Assn.)
→ Tom Hopkins brought her back twice to his Sales Boot Camp…
→ SEMA had her 4 years in a row…

The list goes on and on. Simply put…the best in show!

PROGRAM TITLES:

Hell Hath No Fury Like a Customer Scorned
(Keynote or Workshop – 60 to 90 minutes)
This is a unique program blending sales and customer service skills that delivers the Telephone Doctor’s famous FIVE FORBIDDEN PHRASES. The five prases that are guaranteed to frustrate your customers.Nancy Friedman, the Telephone Doctor, knows the positive alternatives. She’ll share them with you and you’ll be glad she did. It’s a wealth of information designed to increase your sales and customer service.

What are you and your staff saying that turns your customers off and makes them run to the competition instead of turning them ‘ON’ and staying with you? A content rich program designed to get your customers swearing BY you, not AT you! It’s a laugh out loud session where you’ll walk away with techniques you’ll use forever – – and immediately!

How to be an Island of Excellence in an Ocean of Mediocrity
(Workshop – 90 minutes to 2 hours)
There is a mass of grey average out there. You know it and we know it. You can remain in that mass and be like all the others or come along with the Telephone Doctor and raise the bar. No matter where you are within the company, owner, management or staff, knowing where you fall in the customer service arena compared to where you need to be is an eye opening experience.
FACTS:

  • 8 out of 10 people who won’t be doing business with you ever again won’t tell you that. They just go away.
  • 8 out of 10 people will tell 11 others how bad you are.
  • 1 out of 10 will tell others how good you are.

Nancy starts with the Telephone Doctor’s 10 Point Self-Assessment Quiz. This helps you evaluate your current situation and identify the gap between where you are in the customer service arena and where you need to be. After you do the quiz, Nancy takes you through each of the 10 points and gives you solid information you can apply immediately. You just gotta work smarter, not harder. And this program shows you how to do just that.

Email Frustrations
(Workshop – 1 to 2 hours)
Anyone can send an email. This new workshop will set your members apart from the crowd in someone’s inbox by teaching them the art of a great email. Avoid frustrating your customers and prospects by learning to compose emails that are effective and proactive.

The Entrepreneurial Edge
(Keynote – 45 minutes to 1 hour)
Stumbling blocks. Most everyone encounters them – whether they happen in your personal life or career path, but it’s how you handle these situations that will set you apart. Through the story of how Telephone Doctor came to be, you’ll learn how the basic entrepreneurial spirit carried one dream into reality, and how you can gain the entrepreneurial edge.

Attitude = Success (7 Traits of Being Successful)
(Keynote – 45 to 60 minutes)
FACT: All organizations want to be successful. They want their employees to be successful as well. Did you ever wonder what some organizations and their folks do to get that way? What do the best leaders and best employees have that others don’t? How do they handle change, bad news and other obstacles that come their way?

There are 7 keys Telephone Doctor has discovered that are critical to gain a positive mental attitude. What specifically are the traits of a successful, motivated person let alone a company? We’re betting you’ll notice that the majority of the successful folks you know have most, if not all, of these traits.

Nancy Friedman, the Telephone Doctor, shares the seven traits of being successful in a powerful, humorous and insightful session. How many of these traits do you have? Come find out. Not just another fluff program on attitude. You’ll leave Nancy’s program with solid information you can utilize immediately and you’ll be laughing and learning throughout.

Sales Skills From A to Z
(Workshop – 2 hours – Needs a DVD player and screen)
A dynamic program on sales with tips, skills and techniques you’ll use forever. Whether you’re a seasoned sales executive or just starting out, you’ll gain valuable information in this special session. From Soup to Nuts and A to Z, you’ll hear the alphabet of sales. And as a special bonus, Nancy will present the 5 Most Frustrating Voice Mail Phrases.

A powerful session that’s interactive so the audience is involved. No falling asleep in this program! If you’re familiar with Nancy’s programs, you know you’ll be laughing and learning throughout the program. If you haven’t seen her programs, well by gosh, it’s time you did. you walk out of this session far more prepared to handle those sales situations than when you walked into the program! Always a hit and labeled a DON’T MISS session. Come join the fun. The valuable Q & A at the end is worth the entire program! Get your own sales questions answered on the spot!

Telephone Inquiries Are Not Always About Price (How to Navigate the Call)
(Keynote or Workshop – 60 minutes)
How much is that doggie in the window? You may recognize that as an old song, but it’s still a current question. If your organization gets price shopped or folks call to get a price and then hang up after you give it to them, this program is for you! You see, most people call and ask about pricing because that’s all they know to ask. It’s normally not really what they need at the first breath. If your employees (or you) are giving the price estimates out and not getting anything in return (like a name or an appointment), that’s pretty much a guaranteed lost opportunity and possibly a lost sale.

This exciting and powerful program from Nancy Friedman, the expert in getting names and gathering information while giving great service, will help you get more appointments and eventually more sales!

21 Golden Nuggets (Delivering Unexpected Great Customer Service)
(Keynote or Workshop – 60 to 90 minutes)
In a world where everyone seems to do the bare minimum to get by, Nancy Friedman will show you how to go above and beyond what “everyone else” does. In this session, Nancy will share 21 great, unexpected customer service techniques to help you rise above that mass of grey average and become an island of excellence in an ocean of mediocrity.
Learning objectives:

  • Define unexpected customer service
  • Learn about why unexpected customer service is critically important to any call center
  • Identify which techniques are most important and why

This session is jam packed with ideas to make your organization GREAT!

Selling to Women
(Workshop – 90 minutes to 2 hours – Needs a DVD player and screen)
Is there really a difference in selling to men vs. selling to women? You bet there is. And how many know how to sell to women? There are subtle little techniques that will enhance your chances of selling to women. (Truthfully, to anyone.) From the first phone call, to the words we use, to our body language, a woman is guided by her instincts. And if you miss the instincts, you can miss the sale. Don’t miss this laugh out loud, yet serious, program on this important topic.

What’s Your Leadership/Management Style? (The DiSC Profile)
(Workshop – 90 minutes to 2 hours)
Everyone has a management style. But what kind is it? The DiSC profile 10 point style finder helps you understand not only yourself, but more importantly your co-workers and your customers. You’ll realize why and how you bond with some easier and quicker than others.

While not a ‘label,’ learning what STYLE you are helps you understand so much in working with others. Learn which style has the most patience, the least patience; who turns on a dime and who needs to dot every ‘I’ and cross every ‘T.’ And have fun trying to figure out what ‘style’ others in your office are. Fun, fast and funky, this session allows you to keep the DiSC profile papers and study them for working with others. (There is an additional $10 fee for each DiSC used.)

 

 

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Full Biography

As one of America’s most asked back speakers, Nancy’s programs are sought out by those who want to raise the bar in customer service as well as their revenue. The valuable information Nancy gives her audiences has helped set the standards for corporations and associations across the country. Nancy specializes in giving “how to” techniques based on real world experience…techniques she has shared with companies worldwide to increase profits and gain a competitive edge.

Her expertise as a telephone and customer service skills guru was no accident. Nancy’s husband, Dick, heads his own successful St. Louis-based business, WEATHERLINE®, for which Nancy handled customer relations. Through her work, Nancy saw that businesses spent plenty of time educating employees as to their rights, basic duties and product knowledge, but everyone assumes handling the telephone properly was a given . . . one simply picks it up and says “Hello.” She found that few companies considered the huge cost of having their clients handled rudely or unprofessionally. It took Nancy Friedman to realize there was a national “illness” a Telephone Doctor could cure.

What does the Telephone Doctor do? She can help companies communicate better with their customers. “Customers,” she says, “should be treated as a welcome guest when they call a company. Sometimes they’re treated as an interruption or an annoyance.” Through Nancy’s blend of entertainment and training programs, tens of thousands of employees are learning how to deliver outstanding customer service on the telephone. The program empowers attendees, both upper management and front line staff, to make the contact a more powerful sales and marketing asset for their companies.

After the first flush of success, Nancy and Dick saw another need waiting to be filled. Many companies felt they required follow up to a personal appearance from the Telephone Doctor. There were more requests for Nancy’s time than could realistically be covered. To fill that void, the Friedman’s began to develop training programs.

Today, tens of thousands of employees are being trained with Telephone Doctor programs, both domestically and internationally. The United States does not have a monopoly on poor customer service. Telephone Doctor programs are available in other countries and in several languages.

A unique motivational and humorous presenter, Nancy’s programs fit all industries and job titles. Her laugh out loud, dynamic presentations have been presented in dozens of countries around the world. Her topic of sales and customer service is universal.

Nancy is an internationally recognized authority on customer service. She has appeared on literally hundreds of television and radio programs worldwide including the Today Show, CBS This Morning, Good Morning America, Canada Today and the BBC, and appeared on OPRAH. A two time MILLION DOLLAR ROUND TABLE SPEAKER, Nancy’s quick wit and sense of humor make her a big hit with audiences of all sizes and across all segments of the employee population.

The author of 7 books on communications, sales and customer service, Nancy’s articles have appeared in the Wall Street Journal and USA Today, as well as dozens of other publications. This comprehensive collection is distributed in 28 countries. Tens of thousands of organizations in the U.S. alone use these programs. The series is considered to be the most effective customer service training package available today!

Nancy will inspire and motivate you and leave you with material you will use the rest of your life. Her programs are high-energy, high in content, and best of all, high-results. Whether delivered to owners and managers or to front-line staff, Nancy’s message hits home. Her presentations motivate, educate and entertain. Audiences walk away feeling great about themselves, their company and their customers.

Born and raised in Chicago, IL, Nancy and her family now reside in St. Louis, MO.