Nancy Friedman is the president of Telephone Doctor, an organisation dedicated to helping companies deliver great experiences when dealing with customers over the phone. Nancy is an expert at making sure your staff can get the information they need from callers, and in this episode shares why you should always be open and honest with your customers, plus shares her tips on how to deal with angry callers.   Resources mentioned: Telephone Doctor (website) Service Skills (course) Nancy Friedman (website)   Key takeaways (starts at 36:43): Great service involves setting clear expectations. Tell your customers what is happening so they can empathise with you. The magic starts with hiring the right people. Don’t be afraid to ask direct questions. Training needs to happen on a regular basis to be effective.