"Nancy J. Friedman" is an US/American customer service and telephone skills consultant.

More Nancy Friedman on Wikipedia.

Do not start a conversation with negative information. You won't go anywhere with it.

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You need to start out with something positive like: 'I am having a wonderful time here, the weather is great. Unfortunately ...' and then go into your negative.

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There's very little value in getting angry at anybody over the telephone, it is too easy to hang up.

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You need to be fair about returning.

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You set the tone of the conversation in a positive mode, and that is really what counts.

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'You did a great job' is great. 'You lost the order' is bad. 'We' as a company is a much more consultative word.

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There is a direct correlation between the companies that are known for good service and service training. There's a line that pulls it right from the top to the bottom.

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Words like -- 'you did a bad job and you always do that' -- they tell you in therapy that 'you' is a very destructive word unless it is used in a positive way.

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There's very little value in getting angry over the telephone.

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