Nancy Friedman

What are those wicked little phrases that instantly turn your customers off? They frustrate, they annoy, and they cost you business. As Nancy delivers the Telephone Doctor's famous FIVE FORBIDDEN PHRASES, you'll recognize them right away. Learn how to permanently banish them from your vocabulary, and replace them with powerful phrases that build customer loyalty and increase your sales. This content-rich program is designed to get your customers swearing BY you, not AT you!

Companies spend big bucks to make their phones ring and attract customers to their business. If those contacts aren't handled just right, that money is wasted. Nancy Friedman packs this session with her unique insights and techniques to ensure you never waste another dollar of your marketing budget. This is a custom program we like to call "poor man's Jeopardy." Customized nuggets for your conference. 

Like a game show, the audience gets to pick a "nugget," and then the...

See exactly where you and your company stand in delivering the almighty customer experience. Why do you need to know? For starters, consider these surprising customer defection facts:

8 of 10 people who will never do business with you again won't tell you that. They just go away.

8 of 10 people will tell 11 others how bad you are (yet only 1 of 10 will tell others how good you are!).

No one aspires to mediocrity, so learn how to soar above it! Keep your customers...

How do you handle growth and change? What about bad news? Or other obstacles that come your way? Does "Apathy" sound familiar? In this program, keynote speaker Nancy Friedman shares how to handle growth and change with grace, and uncovers the strategies behind these 7 leadership traits:

Choose Your Attitude In Advance

Visualize Success

Demonstrate Humor, Energy and Enthusiasm

Resist Negative Tendencies

Be a "Whatever It Takes Person"

Embrace...

Learn the language of sales from Nancy Friedman, an expert in capturing and navigating the customer contact from lead to sale. From soup to nuts, front to back, and A to Z, this dynamic and interactive sales program is bursting with tips, skills and techniques you'll use forever.

Whether you're a seasoned sales executive or just starting out, you'll walk out of this session prepared to handle every sales situation like a champ. Always a hit, and labeled a DON'T MISS session! Come...

Is it really different, selling to women vs. selling to men? Hmmm,

• Do they drive differently?
• Walk differently?
• Think differently?
• Do they talk differently? 

You bet they do. And they buy differently, too! Nancy delves into the 'how to' of selling to women. And not just because she is one. She understands and shares the driving forces behind a woman's buying decisions. If you miss certain cues, you could miss the sale. So don't...

How much is that doggie in the window? You may recognize that as an old song, but it's still a current question. If you get price-shopped, this is a great program for your audience. You see, most people ask about pricing because that's all they know to ask. It's normally not really what they need at the first breath.

Whether on the phone or in person, if your employees (or you) are giving away price estimates and not getting anything in return (like a name or an appointment),...

Stumbling blocks. Most everyone encounters them, whether they happen in your personal life or on your 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.

As an expert in cold calling, whether it's business-to-business or business-to-consumer, Nancy has presented this program to those in need of sprucing up their cold call techniques. Whether you're a novice or a seasoned sales person, you will learn something new and valuable. 

She's the author of Telesales from A to Z and has some of the most effective sales tools and techniques available. 

A powerful program for salespeople who want to improve and succeed.

Nancy Friedman, The Telephone Doctor, brings the 8 Killer Words to life - words that distract, words that confuse, annoy and can stop a conversation. When that happens, it can be tough to get back on track. 

Some of your folks may be using them. And if they are, they could be "killing the deal."

You'll wish you had known about these words sooner; you'd have saved a lot of sales.

I'm often asked, "Nancy, what exactly is the Customer Service Experience?"

Well, as you can imagine, it's not one thing. It's many things - some big and some quite small or simple. Together, they create an overall service experience for your customers that builds loyalty, positive sentiments for your brand, and ultimately a stronger bottom line for your business. In this fun, content-rich program, Nancy shares a treasure trove of information that will help you bring...

You hear it over and over...Gee, customer service is just plain old common sense, isn't it? Well if it were, there wouldn't be so much talk about it!

So let's just admit it:  Common sense in customer service is NOT so common. 

In this program, Nancy goes over the subtle differences between what's right and what's not; what's common and what's uncommon; and the words and actions that frustrate the customer, no matter what industry. If you've ever been irritated by a...