Nancy J. Friedman

This DVD will help raise awareness of the problem with communicating with callers who do not speak English well and to make sure everyone is treated to the same high level of customer service as anyone else.

This DVD explores the various types of rudeness and raises awareness as to how one's actions can be perceived as rude even when they are not intended that way.

This DVD illustrates the six essential elements for improving internal customer service and helps employees realize we are customers to each other.

This DVD reveals tips and ideas on how to handle the irate, angry, rude, and sometimes abrasive caller.