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词条 Nancy Friedman
释义

  1. Biography

  2. Career

  3. Books

  4. References

  5. External links

{{infobox person
|name=Nancy J. Friedman
|image=
|birth_date=
|birth_place=
|occupation=Customer service consultant
|years_active=1982–present
|organization=Telephone Doctor
|known_for=Telephone skills training
|home_town=St. Louis, Missouri
|spouse=Dick Friedman
|children=David, Linda
}}Nancy J. Friedman (known in her business persona as the "Telephone Doctor")[1] is an American customer service and telephone skills consultant.[1]

Nancy Friedman is founder and president of Telephone Doctor, a customer-service training company based in St. Louis, Missouri.[2][3] She also appears as spokesperson in the company's video training programs.[4] Friedman controls the registered trademark and dotcom domain for "Telephone Doctor".[4]

Biography

Friedman and her husband, Dick Friedman, were originally from Chicago.[5] Friedman has one year of college from the University of Miami.[8] Friedman worked as an actress in San Diego in the 1960s.[9] In 1964, she and her husband bought a radio station and then in 1967, they bought another radio station in St. Louis, Missouri.[8] In 1967, she and her husband moved to St. Louis.[9] In St. Louis, she did promotions for a weather-forecast service, Weatherline, which she started up with her husband in 1968.[8][5] She also continued to act, doing several shows a year and winning the Golden Globe Atlas Award for "best comedy actress."[5][6]

Career

In 1982, after being treated rudely in a routine call to her insurance agent,[9] Friedman both canceled her policies and started the "desk drawer" one-woman business Telephone Doctor to train employees in telephone etiquette.[17][18] The insurer company asked "how it should be done" and invited Friedman to demonstrate polite customer service to its representatives, leading to Friedman providing customer-service seminars to other corporations and associations.[7][8] Friedman's first seminar earned 38 cents in profit.[9][10] "Telephone Doctor" was named by Friedman's second client, a Davenport, Iowa newspaper editor.[7][11][12]

The company, Telephone Doctor, was founded by Friedman in 1983.[8] By 1986, her business, co-owned with her husband, Dick Friedman and her son, David, was a subsidiary of Weatherline and Sportsline.[13] By 1987, she was doing three to four seminars a week.[14] She and her husband began creating training videos because she didn't have enough time to do all the seminars people were asking for.[9] By 1994, Telephone Doctor employed 23 staff members and had annual worldwide sales of $2 million.[9][10] The company moved to a new building with a theater that same year.[9] Also in 1994, the company acquired World Telecom Associates.[15]

The company also did surveys to find out what phrases frustrated callers the most.[16] Friedman tried going on television to increase her business's exposure, but later found that creating close relationships with clients worked better for her type of business.[17] In 2007, the company made $3 million.[18]

Friedman's desire to teach businesses how to make better use of the telephone rather than to take it for granted[19] has been called a "crusade" and a "quest to stamp out phone rudeness".[20] She explains that bad customer service translates into lower sales and lost business of hundreds of millions of dollars.[3][9] Friedman is a speaker at corporate seminars in the U.S,[4][19][20] She has been a keynote speaker at Fortune 500 and other corporate and association meetings.[4][7] Her practices were recommended by Bear Stearns chairman Alan C. Greenberg for implementation by all employees.[20]

Books

  • Customer Service Nightmares: 100 Tales of the Worst Experiences Possible, and how They Could Have Been Fixed (1998)
  • Telephone Skills from A to Z: The Telephone Doctor Phone Book (2000)
  • {{Cite book|title=Telemarketing Tips from A to Z: How to Make Every Call a Winner!|last=|first=|publisher=Crisp Publications|year=2001|isbn=9781560526032|location=Menlo, California|pages=}}
  • Excuses, Excuses, Excuses ... (2001)
  • {{Cite book|title=50 Little Tips That Make a Big Difference|last=|first=|publisher=Independent Publishing Corp.|year=2005|isbn=9781893937253|location=St. Louis, MO|pages=}}
  • {{Cite book|title=How to Get Your Customers Swearing By You, Not At You: Telephone Doctor's Guide to Customer Service Training|last=|first=|publisher=HRD Press|year=2008|isbn=9781599961514|location=Amherst, MA|pages=}}
  • {{Cite book|title=54 Golden Nuggets: The Best of the Telephone Doctor|last=|first=|publisher=HRD Press, Inc.|year=2011|isbn=9781599962559|location=Amherst, MA|pages=}}

References

1. ^1 {{cite book|url=https://books.google.com/books?id=hi7P-qhfDoAC&pg=PA73|title=Delivering Knock Your Socks Off Service|author=Performance Research Associates|date=29 Oct 2011|publisher=American Management Association|pages=73–74|accessdate=24 May 2014}}
2. ^{{cite news|url=https://books.google.com/books?id=vDQEAAAAMBAJ&pg=PA16|title=Mobile Manners|first=Kent R.|last=Davies|accessdate=8 May 2012|date=October 2000|newspaper=Rotarian|page=16|department=Database}}
3. ^1 {{cite book|title=Fifteen Customer Service No-Noes|editor-first=Monte|editor-last=Enbysk|accessdate=8 May 2012|publisher=Microsoft.com}} In {{cite book|first=James|last=Hammond|title=Branding Your Business|url=https://books.google.com/books?id=WAwIovmNw2UC&pg=PA115|accessdate=8 May 2012|date=3 Mar 2011|publisher=Kogan Page Publishers|pages=115–117|chapter=Talking the Walk|isbn=9780749463021}}
4. ^1 2 3 {{cite book|first=Darryl S.|last=Doane|first2=Rose D|last2=Sloat|title=50 Activities for Achieving Excellent Customer Service|url=https://books.google.com/books?id=Q5XuzD7olMIC&pg=PA6|accessdate=8 May 2012|pages=6, 24, 85|isbn=9780874257373|date=1 Sep 2003}}
5. ^1 2 {{Cite news|url=https://www.newspapers.com/clip/16063759/st_louis_jewish_light/|title=Actress Nancy Friedman Accepts Challenges of Dual Career Roles|last=Pattiz|first=Denise|date=1978-11-22|work=St. Louis Jewish Light|access-date=2017-12-28|archive-url=|archive-date=|dead-url=|pages=14|via=Newspapers.com}}
6. ^{{Cite news|url=https://www.newspapers.com/clip/16064164/st_louis_jewish_light/|title=Costarring at Barn|last=|first=|date=1979-04-25|work=St. Louis Jewish Light|access-date=2017-12-28|archive-url=|archive-date=|dead-url=|pages=13|via=Newspapers.com}}
7. ^1 2 {{cite book|url=https://books.google.com/books?id%3D2tnGHxASGSAC%26pg%3DPA42|title=Customer Service Training: How to Create Your Own Program|last=Friedman|first=Nancy|date=1 Jun 2001|isbn=9780874256239|pages=vii-xi|accessdate=8 May 2012}}
8. ^{{cite journal|url=http://www.achrnews.com/articles/the-telephone-doctor-dispenses-advice|title=The Telephone Doctor Dispenses Advice|last=Skaer|first=Mark|journal=Air Conditioning Heating & Refrigeration News|date=26 Apr 2004|accessdate=25 May 2014|volume=221|issue=17|page=51 }}
9. ^1 2 3 4 5 {{cite journal|url=https://books.google.com/books?id=mcjiVF7bl_oC&q=nancy+friedman|title=Prescribing Good Manners|first=Cheryl|last=Jarvis|page=18|newspaper=Nation's Business|volume=82|issue=5|date=May 1994|accessdate=24 May 2014}}
10. ^1 2 {{cite book|url=https://books.google.com/books?id=976vVMOYkPMC&pg=PA15|authors=强华·张, 安才·侯, 琳·王|title=清华大学出版社有限公司|date=2005|accessdate=24 May 2014|page=15}}
11. ^{{Cite news|url=https://www.newspapers.com/clip/16063285/the_santa_fe_new_mexican/|title=She's One Smooth Operator|last=|first=|date=1985-06-09|work=The Santa Fe New Mexican|access-date=2017-12-28|archive-url=|archive-date=|dead-url=|pages=36|via=Newspapers.com}}
12. ^{{Cite news|url=https://www.newspapers.com/clip/16063677/quadcity_times/|title=The Telephone Doctor|last=Arpy|first=Jim|date=1982-12-06|work=Quad-City Times|access-date=2017-12-28|archive-url=|archive-date=|dead-url=|pages=13|via=Newspapers.com}}
13. ^1 2 3 {{Cite news|url=https://www.newspapers.com/clip/16062734/st_louis_postdispatch/|title=Phone Etiquette At Work, Home|last=Olson|first=Carolyn|date=1986-10-22|work=St. Louis Post-Dispatch|access-date=2017-12-28|archive-url=|archive-date=|dead-url=|pages=85|via=Newspapers.com}}
14. ^{{Cite news|url=https://www.newspapers.com/clip/16063597/the_honolulu_advertiser/|title=How To Get Your Way Over the Telephone|last=Creamer|first=Beverly|date=1987-02-09|work=The Honolulu Advertiser|access-date=2017-12-28|archive-url=|archive-date=|dead-url=|pages=9|via=Newspapers.com}}
15. ^{{Cite news|url=https://www.newspapers.com/clip/16064288/st_louis_jewish_light/|title=Professionally Speaking|last=|first=|date=1994-09-07|work=St. Louis Jewish Light|access-date=2017-12-28|archive-url=|archive-date=|dead-url=|pages=33|via=Newspapers.com}}
16. ^{{Cite journal|last=Gubbins|first=Ed|date=2003|title=The Doctor of 'Not In'|url=http://search.ebscohost.com/login.aspx?direct=true&db=a9h&AN=9575973&site=ehost-live|journal=Telephony|volume=244|issue=8|pages=21|subscription=yes|via=EBSCOhost}}
17. ^{{Cite news|url=https://www.forbes.com/sites/cherylsnappconner/2016/05/29/what-i-learned-from-my-appearances-on-regis-and-oprah/#1bdf1babce96|title='What I Learned From My Appearances On Regis And Oprah'|last=Conner|first=Cheryl|work=Forbes|access-date=2017-12-28|language=en}}
18. ^1 2 3 4 {{Cite news|url=https://www.newspapers.com/clip/16064346/st_louis_postdispatch/|title=Company President Dials Up Courtesy|last=|first=|date=2007-10-05|work=St. Louis Post-Dispatch|access-date=2017-12-28|archive-url=|archive-date=|dead-url=|pages=B005|via=Newspapers.com}}
19. ^1 {{cite book|url=https://books.google.com/books?id=Za2JKV4FAgsC&pg=PA248|title=201 Great Ideas for Your Small Business|last=Applegate|first=Jane|date=8 Apr 2011|publisher=John Wiley & Sons|isbn=9781118067697|edition=3rd|page=248|chapter=Great Idea 175: Listen to the Telephone Doctor|accessdate=8 May 2012}}
20. ^1 2 {{cite news|title='Phone doctor' has an Rx for telerudeness|last=Richards|first=Cindy|newspaper=Chicago Sun-Times|accessdate=8 May 2012}} In {{cite book|url=https://books.google.com/books?id=7kQJRc5N_zcC&pg=PA45|title=Memos from the Chairman|last=Greenberg|first=Alan C.|date=1 Mar 1996|publisher=Workman Publishing|isbn=9780761103462|page=45|chapter=Phone Manner|authorlink=Alan C. Greenberg|accessdate=8 May 2012}}

External links

  • {{Official website|http://www.telephonedoctor.com}}
{{Authority control}}{{DEFAULTSORT:Friedman, Nancy}}

8 : Living people|American women chief executives|Businesspeople from Chicago|Actresses from Chicago|Businesspeople from St. Louis|Actresses from St. Louis|Actresses from San Diego|Year of birth missing (living people)
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