About Us
Telephone Doctor® Customer Service Training markets products and services which help organizations improve the way they communicate with customers and coworkers. We're headquartered in an office park about 10 miles northwest of St. Louis. Our 35 team members are eager to learn more about your training needs and determine which specific skills you're interested in improving.
Company Background: About twenty five years ago Nancy Friedman phoned her insurance agent and told him, "Cancel all my policies!" She was upset after experiencing repeated episodes of poor phone service from his staff. For most people, the story would have ended there. Instead, Nancy's agent invited her to visit his office to teach his staff how to better handle customers. Combining the service techniques she had pioneered with an earlier start-up business with the presentation skills acquired from experience in professional theatre, Nancy's customer service training program proved to be extremely entertaining and effective.
She was soon invited to train over 300 employees at a newspaper in Iowa. It was after one of these sessions that the Editor of that newspaper approached Nancy and congratulated her by saying, "You've sure got all the cures...you're the Telephone Doctor!" After a series of Fortune 500® corporations repeatedly hired her to conduct her workshop, a company was formed to market these skills and techniques. Nancy had a full time career delivering workshops to corporations and associations across North America.
The following year they were contacted by a local producer who was familiar with these customer service workshops. He was interested in making a customer service training movie based on her teachings. They agreed and produced a 17 minute telephone skills training film. After some initially disappointing sales, the Friedmans purchased the rights to the original movie and went on to market over 10,000 prints. (Remember 16mm, Beta and VHS!?!)
Fast forward to today, where the company has released 100+ DVD and eLearning training courses on all aspects of customer communication - with niche topics as diverse as Service Recovery, Internal C/S, E-mail Etiquette, Motivation, Selling Skills, Coaching Skills, Behavioral-based Interviewing, Delivering Feedback and New Employee Orientation.
Today, Telephone Doctor® Customer Service Training is a familiar and valued brand name within the corporate training and development marketplace. Over 60% of the company's current revenue is the result of repeat and referral customers. Core offerings continue to be The 18 module Complete DVD Training Library, ServiceSkills.com eLearning platform and on-site instructor-led workshops.
The next time you're frustrated by poor service you receive, remember that there are 35 team members and over 22,000 customers who are glad that a poorly handled phone call twenty five years ago resulted in this very unique organization!
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