Customer Service, Communications & Sales Keynote Speaker
Nancy Friedman, a well-known and popular customer service keynote speaker, was born and raised in Chicago, Illinois. Nancy was dubbed ‘The Telephone Doctor’ by a newspaper editor at the Quad City Times in Davenport, Iowa after delivering a customer service program to his News Department. She and her husband, Richard (Dick), owned a radio station in San Diego, California and another in St. Louis, Missouri before moving to the suburbs of St. Louis. Both their children, David, Managing Director, and daughter Linda, VP Client Success Manager of their online platform www.serviceksills.com now run the bulk of the daily business.
A featured speaker at conferences all over the country, her articles have run in the Wall Street Journal, USA Today and dozens of other papers in the U.S. She is the author of 9 1/2 books on customer service. She has spoken on programs with Colin Powell, Lou Holtz, Bill Walsh, Pete Rose, Bobby Knight, Tom Peters and Ken Blanchard, among many other prominent speakers and has been selected one of the 25 Most Influential Business Women in St. Louis.
Her international customer service training company provides onsite programs for conferences and meetings as well as their popular customer service learning platform (www.serviceskills.com) for small and big businesses alike. Nancy and her staff of 21 have helped over 30,000 organizations improve the Customer Satisfaction Scores (CSat) and Net Promoter Score (NPS) of their Customer Service Reps, Help Desk Staff, Call Center Agents, Tech Support Staff and other team members.
Nancy’s passion and goal is to help companies communicate better with their customers and coworkers. Her passion has never wavered. It’s that simple.
Honors and Awards
Nancy received the Lifetime Achievement Hall of Fame Award from the St. Louis Small Business Monthly as well as being selected as one of meeting planner’s favorite speakers by Meetings & Convention Magazine. Nancy has appeared on Oprah, Fox News, CNN and every morning show on all networks and brings a wealth of information to help your business.
Her company was formed in St. Louis, Missouri directly after Nancy had a bad customer service experience with the staff of the insurance company they used. She literally picked up the phone, called the agent, and told him: “Your people stink.” She explained why: how they had treated her, what they said and how they said it. Shocked, the agent asked her to please come to his office and tell them how her call should have been handled. She did.
Nancy Friedman, the Telephone Doctor, is one of America’s most sought after speakers on sales, customer service and communication skills. In between the humor, laughter and fun are well-oiled tools that have been proven to help thousands of companies.
Golden Nuggets of Customer Service and Sales - How to get Brand & Company Customer Loyalty
FACT: You get less than 20 seconds when a customer walks into your store or calls and asks a question. It’s those 20 seconds that means the sale. Nancy’s Golden Nuggets program is unique, engaging, entertaining and educating. You’ll be laughing and learning ideas, tips, skills and techniques you’ll use immediately and forever to insure your business captures & navigates that important call. There’s no magic pill, potion or wand to create customer loyalty that companies such as Apple, Amazon, Zappos, Whole Foods, Disney, Southwest, Chico’s and other get; but Nancy will get the ball rolling for you and move the needle on your ROI. Labeled a “don’t miss” session, this program is for the seasoned executive to the novice employee.
Hell Hath No Fury Like a Customer Scorned - The Five Forbidden Phrases
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!
How To Be an Island of Excellence in an Ocean of Mediocrity - 10-Point Self-Assessment Quiz
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 out of 10 people will never do business with you again & won’t tell you. You’ll never know why. They just go away. 8 out of 10 people will tell 11 others how bad you are and only 1 out of 10 will tell others how good you are. No one aspires to be mediocre, so we need to learn how to soar above it. Keep your customers coming back and singing your praises. This interactive, engaging, and humorous session begins with participants taking the Telephone Doctors’ eye opening 10-point self-assessment quiz. You’ll see exactly where you land on the Customer Service spectrum and you’ll be able to pinpoint the gap between where you are and where you need to be. After you find your score, Nancy leads participants thru each of the 10 points arming you with service and sales tools you can use immediately and forever.
Seven Traits of Being Successful
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: customer service keynote speaker. 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 most every sales situation like a champ. Always a hit and labeled a DON’T MISS session! Come join the fun. Special bonus: Nancy shares the 5 Most Frustrating Voice Mail Phrases. The invaluable Q & A at the end is worth the entire program! (DVD and projection screen used).
Email Matters: The Art of Better Communications
Today email communication is a fundamental component of everyday business life. Yet it so ubiquitous that it can be easy to forget that it has only been with us since the mid 90s While most team members know how to send and receive email messages, there are dozens of important nuances which can make the difference. With so many folks and call center people now being asked to “email” this program will help all industries and job titles. Even the up coming ‘millennials.’ Fun for all.
Selling to Women
Is it really different, selling to women vs. selling to men? 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 miss this laugh-out-loud, yet very serious session! Oh, and there are more than just 5 “musts” (that was just to get your attention!), and you can probably use them on men, too!
No Books Found
Nancy Friedman is hands down an amazingly talented and funny woman. She made an impact on my work & personal life, as to how to approach certain situations, conversations. She delivered a strong presentation that was informative, funny, intelligent and metaphorical. I was captivated and amazed by her knowledge energy & happiness. I’d love to attend another presentation! Nancy, you rock!
- | Amanda Senior Care
I attended your sessions at the Goodyear conference I really got a tremendous amount of good information. I went in thinking I was fine on the phone. Left knowing I needed much work. Thank you.
- | Goodyear
What an outstanding session with Nancy at our Texas Realtors conference. An engaging and lively speaker who brings wisdom and wit to her presentation.
- | Texas Realtors