Nancy Friedman

Customer Service and Communications Expert: The Telephone Doctor

When Oprah, The Today Show, CBS This Morning, Good Morning America, Good Morning Canada and Great Britain, CNN, Fox News, Wall Street Journal, USA Today and other well respected publications need an expert on Customer Service they call on Nancy Friedman. You should too.

Nancy has appeared on hundreds of radio and TV shows over the years. Her common sense and “down to earth” actionable material provides a great package for any conference or major event.

The author of eight books on communications, sales, and customer service, Nancy will energize, inspire, and motivate you with tips, ideas, skills, and techniques you’ll use the rest of your life. Nancy’s keynote speaker presentations are high-energy, high in content, and best of all, high-results!

YOUR PEOPLE STINK!

With that succinct phrase, Nancy Friedman canceled her insurance policies, and “fired” her insurance company. “Mike,” she told her agent, “We treat our wrong numbers better than you treat your customers. 

“You’re great, but you’re never there . . . and the people who handle me are rude, unfriendly, unhelpful, and just plain unwilling to help. I don’t have to be treated like that . . . I won’t be treated like that. Just cancel my policies.” 

To his credit, the insurance agent did not simply slink into the night. He asked Nancy to come in and tell his staff exactly what they were doing wrong. She agreed, and that first program marked the beginning of a highly successful new career. 

When a friend who managed a newspaper heard about what she had done, he asked her to present a keynote program to the staff of the Quad City Times in Davenport, Iowa. After that program, the editor-in-chief approached Nancy and said, “That was great . . . you sure have the cures . . .  you’re the doctor . . . you’re the Telephone Doctor.”  She and her husband registered the title and a career was made.   

This keynote speaker and customer service skills guru was no accident. Nancy’s husband, Dick, ran his own successful St. Louis-based business, WEATHERLINE®, a dial in weather by phone service operating in over 100 cities. Nancy handled customer relations. Through her work, she discovered that businesses spent plenty of time educating employees on their rights, basic duties and product knowledge. But NO ONE was helping improve performance in the customer service arena. 

Telephone Doctor has grown and now owns ServiceSkills.com, an online eLearning platform offering 91 training modules on customer service, customer loyalty, communications, internal customer service, sales training, and management and leaderships programs. Corporate America has embraced the teachings of the Telephone Doctor. (Companies like…. Big clients have embraced the teachings of the Telephone Doctor.)

“More business is lost due to poor service and poor treatment than poor product.” Nancy Friedman – The Telephone Doctor (Circa 1985)

To book Nancy Friedman call Executive Speakers Bureau at 901-754-9404.

See Below for Full Bio

  • Speaking Topics:

    Business Communications, Business Motivational, Communication Skills, Customer Service, Inspiration, Leadership, Motivation, Peak Performance, Sales

  • Travels From:

    Missouri

  • Price:

    $7,500 - $10,000

    Notes on Fees

  • Videos
  • Full Bio
  • Speech Topics
  • Books
  • Testimonials
  • News

Nancy Friedman - Keynote Conference Speaker

Nancy Friedman Keynote Presentations

When Oprah, The Today Show, CBS This Morning, Good Morning America, Good Morning Canada and Great Britain, CNN, Fox News, Wall Street Journal, USA Today and other well respected publications need an expert on Customer Service they call on Nancy Friedman. You should too.

Nancy has appeared on hundreds of radio and TV shows over the years. Her common sense and “down to earth” actionable material provides a great package for any conference or major event.

The author of eight books on communications, sales, and customer service, Nancy will energize, inspire, and motivate you with tips, ideas, skills, and techniques you’ll use the rest of your life. Nancy’s keynote speaker presentations are high-energy, high in content, and best of all, high-results!

YOUR PEOPLE STINK!

With that succinct phrase, Nancy Friedman canceled her insurance policies, and “fired” her insurance company. “Mike,” she told her agent, “We treat our wrong numbers better than you treat your customers. 

“You’re great, but you’re never there . . . and the people who handle me are rude, unfriendly, unhelpful, and just plain unwilling to help. I don’t have to be treated like that . . . I won’t be treated like that. Just cancel my policies.” 

To his credit, the insurance agent did not simply slink into the night. He asked Nancy to come in and tell his staff exactly what they were doing wrong. She agreed, and that first program marked the beginning of a highly successful new career. 

When a friend who managed a newspaper heard about what she had done, he asked her to present a keynote program to the staff of the Quad City Times in Davenport, Iowa. After that program, the editor-in-chief approached Nancy and said, “That was great . . . you sure have the cures . . .  you’re the doctor . . . you’re the Telephone Doctor.”  She and her husband registered the title and a career was made.   

This keynote speaker and customer service skills guru was no accident. Nancy’s husband, Dick, ran his own successful St. Louis-based business, WEATHERLINE®, a dial in weather by phone service operating in over 100 cities. Nancy handled customer relations. Through her work, she discovered that businesses spent plenty of time educating employees on their rights, basic duties and product knowledge. But NO ONE was helping improve performance in the customer service arena. 

Telephone Doctor has grown and now owns ServiceSkills.com, an online eLearning platform offering 91 training modules on customer service, customer loyalty, communications, internal customer service, sales training, and management and leaderships programs. Corporate America has embraced the teachings of the Telephone Doctor. (Companies like…. Big clients have embraced the teachings of the Telephone Doctor.)

“More business is lost due to poor service and poor treatment than poor product.” Nancy Friedman – The Telephone Doctor (Circa 1985)

To book Nancy Friedman call Executive Speakers Bureau at 901-754-9404.

Hell Hath No Fury Like a Customer Scorned
(Keynote or Workshop – 60 to 90 minutes)

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
(Workshop – 90 minutes to 2 hours)

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: 

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 coming back and singing your praises. This interactive session begins with participants taking the Telephone Doctor’s eye-opening 10-point self-assessment quiz. You’ll see where you land on the customer service spectrum, and pinpoint the gap between where you are and where you need to be. Nancy leads participants through each of the 10 points, arming you with customer service and sales tools you can use immediately. Learn how to create a customer experience that will put you on the map as an Island of Excellence!

7 Traits of a Successful Leader
Can You Grow and Change Like a Leader?
(Keynote – 45 to 60 minutes)

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 Change; Expect It and Accept It 
  • Be Grateful For What You Have 


Sales and Communication Skills From A to Z
(Workshop – 2 hours – Needs a DVD player and screen)

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 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)

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 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), that’s a lost opportunity and possibly a lost sale. Nancy is an expert at engaging the contact, getting names, and gathering information. She will help you get more appointments and eventually more sales!

Are You Really Engaged?
(The Golden Nuggets of Sales & Service) 
(Keynote or Workshop – 60 to 90 minutes)

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.” You will work with Nancy in advance of your conference or event to design each “nugget” to incorporate into the session. Like a game show, the audience gets to pick a “nugget,” and then the fun begins! There’s even a daily double! An audience favorite for all the interactive fun and useful content, this keynote program is a “Nancy favorite” too, because it’s different every time. 

The Five MUSTS of Selling to Women
(Workshop – 90 minutes to 2 hours – Needs a DVD player and screen)

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 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!

12 Hot “Cold Call” Techniques
(Workshop – 60 to 90 minutes)

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.

Customer Service 411
Eight Killer Words
(Keynote or Workshop 60 – 90 minutes)

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.

The Customer Experience Defined
(Keynote or Workshop – 60 to 90 minutes)

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 that “EXPERIENCE” everyone is looking for into your organization.
This session will benefit organizations of every size and shape, and applies to participants at every level, from the front line all the way to the top!

Common Sense Customer Service is NOT Really So Common
(Keynote or Workshop – 60 to 90 minutes)

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 service situation and thought, “Gee, you’d think they’d use some common sense,” then this is a good program for your group. Like all of Nancy’s programs, she engages with the audience, and gets them laughing and learning her “common sense” ideas and techniques!

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.)

The Entrepreneurial Edge
(Keynote or Workshop – 45 minutes to 1 hour)

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. 

CFE Sr. Manager Franchise Operations Ben & Jerry’s Franchising Inc

Your session was something “new” to the IFA, new material and a new approach that I enjoyed and learned from it. The “word of mouth” after your session was very strong.

Christian Bros. Auto

I saw Nancy speak at IFA, and afterwards, went directly to her booth and booked her for our conference. She nailed it.

AAA

You can not go wrong with Nancy!! A co-worker of mine was at a national sales congress attending a session next door to the session Nancy was leading. My co worker had a big lower lip because she was sitting in the most boring session listening to the session next door (where Nancy was speaking) with people laughing hysterically! She got together with a few participants who had attended Nancy's program and that's how Nancy came to speak at our sales congress. Nancy was the closing speaker after a very long day that started with breakfast at 7:30. Nancy jumped right into her presentation late in the day, and the laughing started right away. Her session ended much too soon because of time and the participants gave a rousing standing ovation at 5:15pm! and still didn't want to leave. OK, now what about content, she gave all our participants the 5 forbidden phrases to never use when dealing with a customer. They are common sense, but nobody does seem to use that anymore. Back at work Monday, I had several requests for her book we purchased and handed out (which I also recommend) 50 Little Tips That Make a Big Difference. A small book at a great price that people can just open up when they are on hold and learn a new tip or two! Nancy promised to make me look good - and I'm still getting kudos for bringing her to California for our Sales Congress. Hirer her already, you won't be sorry.

The Cleaning Authority

"The program was a great success! It was one of the most highly-rated (by our franchisees) of all time. Everyone appreciated the straightforward message delivering outstanding customer service. You were able to show our franchisees how the simple things like saying “please” and “thank you” and maintaining a positive approach to customer interaction can lead to exceptional results. I really appreciated how you were able to tailor the program to meet our content and time constraints – without compromising the message. I wish I had the energy you had during the presentation! It kept the audience engaged and wanting more."

Edwards Furniture Co., Inc.

"We enjoyed Nancy's program so much we sat through 2 sessions-- I put on our evaluation form that Nationwide should get Nancy to be their Kick-Off Celebration speaker! Besides your program being informative on Monday morning, you put everyone at ease with your great personality and humor. Thanks for helping us be better at what we do."

The Service Mentality
Wednesday, October 3, 2012

Customer Service. Pick up any ad, and there's probably a line of type or two of how well you'll be treated when you shop there. Usually the advertisement reads, "We're the best" or "Service is our middle name" - something like that. The phone book advertisements are loaded with commercials for being very customer service minded. Why then, do we hear so many horror stories about how people were treated? Telephone Doctor recently surveyed several companies, to seek out the traits - the characteristics of those that have the service mentality. Clearly, not everyone does. The good news is; you can learn the skills of the "best." No one has a monopoly on a Service Mentality. Telephone Doctor culled together the seven traits that were among the highest in the survey. Here are the results

Read More »

X

FIND A SPEAKER

TESTIMONIALS

Testimonials
  • The Nebraska Hospital Association along with numerous other state hospital associations have enjoyed a long-standing relationship with Executive Speak...
    The Nebraska Hospital Association
  • "I wanted to share with you feedback of my experience in working with Executive Speakers Bureau.. Very responsive and detail oriented.  When I wa...
    Amdocs
  • Thank you to both of you for everything surrounding Mr. Will as our special guest. I suspect, soon, I will be in touch regarding our next event. 
    Oxford Financial
  • We truly appreciate the excellent support and attention to detail we have received from Executive Speakers Bureau.  They have provided us with so...
    IBM
  • "WOW, is all I have to say and thank you!  Our event was a huge success and you never steer me wrong, both David Cottrell and Ryan Estis were exc...
    ICMI
  • "Everyone loved Bob and he was so nice on site. Thank you for all you did. The process was so easy and we will definitely work with you again next yea...
    NBC
  • We could not have done it without you.  Thank you for the outstanding suggestions.  The speakers were by far the best we have ever had.
    FedEx
  • Our bank has held an annual business and economic conference for the past 9 years.  We have worked with Executive Speakers every year and I have ...
    First Midwest Bank
  • Thanks to Richard and Jo for all the coordination. Another homerun from Executive Speakers Bureau!  
    Wisconsin Hospital Association
  • "Let me just say again, what a pleasure it is to work with you and ESB. You really make it harder for others to reach the bar."
    ASTD
  • "Richard, Your ability to put me in front of just the right group again and again, is nothing short of amazing. You work your tail off, you sweat the ...
    Alan Hobson
  • "OMG Richard! As always you make me look like a rock star. Every single speaker we selected hit it out of the park. Thank you again. Can't even say wh...
    Arizona Hospital and Healthcare Assn.
  • Everything went really well and we really enjoyed having Jack Uldrich as our speaker!  He was entertaining and funny and provided great examples....
    Novo Nordisk
  • "I want to thank you for helping with our Principals Day event. Marshall Goldsmith was excellent. Not only is Marshall the consummate professional, be...
    Burns & McDonnell
  • "We loved our speakers. Thanks to you and your team for your outstanding service and thank you for your patience!"

    National Association of the Blind
  • You ladies really are the BEST!  After this event I am going to be on the hunt for keynote speakers in May.  I really want to work with you ...
    ICMI
  • "I appreciate your recommendations.  In addition, you are always a pleasure to work with and understand the pains of an over worked meeting plann...
    Milliman
  • "Your tenacity and persistence in staying in touch with us is a model example of good salesmanship and partnering.  I will be using you as an exa...
    Schneider Electric
  • Bridgeworks was awesome!!! Great feedback from all!! Thanks for all of your collaboration and positive we'll use you in the future.  
    Johnson & Johnson
  • I’ve used the services of a number of speakers bureaus in the past. However, my current experience working with the Executive Speakers Bureau ha...
    Intel
  • "My mind was very much at ease knowing that Jack Uldrich was so well prepped.  I will definitely use your agency again."  
    EAIE
  • "Thank you so much for all your help in putting this together on such short notice. I will definitely use your services again in the future."
    Applied Materials
  • "As I mentioned before, your engagement model was incredibly easy to work with, and I know we came to you on short notice!  I would highly recomm...
    Capitol One
  • I want to thank you for all of your assistance you and Jenny were wonderful. If it had not been for you sending me suggestions I would not have found ...
    West Virginia Tourism
  • Thanks to you, Jo and the rest of your team.  You are the BEST.  Knowing you are behind a speaker allows us the luxury of concentrating on o...
    Ohio Hospital Association
  • Angela, you & your team have my endorsement for making Memphis events successful. People should use you to plan their next event.
  • "We not only went 3 for 3 but I'd say they were all home runs! Thanks for your help on the speakers. It was a key and very positive component of our c...
    Chem-Dry
  • As always, you deliver excellent service. Thanks!
    Camden National Bank
  • "I LOVE this list that you sent me! I emailed several different places on Tuesday an...
    CoreLogic
  • "I will be sure that all involved know what a wonderful resource you have been. The universe smiled on me when I discovered Executive Speakers and you...
    Ocala Eye
  • The event was EASY Cake! and it went over very very well.  Thank you so much for the help and organization, it made my life very easy. 
    Boys & Girls Club
  • "My entire team has enjoyed the experience of working with you and ESB more than words can express. Everything was handled in a professional and timel...
    Cregger Company
  • Mr. Schelp you are a Rock Star! Thank you!!!  Deal #7 is done and more to come!
  • “Thank you guys it was a pleasure working with you.... You made the whole process easy. Thanks again”
    CableNation
  • "You made my job so much easier! You are the only bureau I will use."     
    Sigma Systems
  • "The group that I work with to obtain all of my keynote speakers is Executive Speakers Bureau and I can tell you that I don’t like working with ...
    Indiana Youth Institute
  • "Thanks to you and Jo for all your efforts.  Connie Podesta and Roger Dow were great!"   
    National Apartment Association
Need Suggestions? Have Questions?

Need Suggestions? Have Questions?

Call us to discuss how we can help find the right speaker for your organization.

Get Ideas in 2 Hours or Less

Please fill in information below

Executive Speakers Bureau consistently receives praises about our speed and efficiency. From the beginning of your event planning, our extensive online speaker database and resourceful staff allow us to quickly equip you with the best speaker for your event.

Need a last minute speaker? No worries. Our speed and efficiency help us give you ideas for speakers in two hours or less.


Privacy by SafeSubscribeSM