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Help
yourself to these free downloads
Six
free downloadable articles - three on customer service issues
Samples
of the 1100 in 14 sets on disk with 900 slides and 180 pages of
notes - see e-Shop
for details.
Fame
and shame activity
A
very simple activity that gets people to reflect on recent best
and worst experiences as a customer, and raise powerful questions
or issues to work on during an event of any length.
Frederick
Reichheld at the Masters Forum
More
truly fundamental issues from the true leader in thinking and practice
around customer loyalty and retention.
Forty
tough questions on real customer service
This should make your most senior management run a mile! These
give a flavour of the issues that organisations really serious about
customer service work upon - and the payoffs that follow.
The
new (July 2006) Customer Service level 4 NVQ - and it's
very good!
All
core and optional units - a powerful vehicle for personal and organisational
development.
A
list of the 100 customer service Powerpoint slides...see below
Get
these 100 slides and the other 17 sets on disk at the e-Shop
for just £40 - with 1100 articles (174 on customer service).
Sample
of 10 customer service powerpoint slides of the set of 100
Access
all 16 sets at the e-Shop
- 900 slides and notes, more added weekly.
A summary
of selected articles on genuinely new ideas on customer service
From
the scores of articles I hold on and around customer services issue,
I have begun to summarise some of the most learning-rich content...this
is an on-going project.
Twenty tips for improving complaint management
Only
20, so read the ''A complaint is a gift" book summary below for
more ideas.
Key
learning points from my own experiences as a customer
As
a genuine lifelong learner, I keep many records of my own learning.
Here's over 160 personal reflections on customer service, or its
absence, It's a chance to get at Kelloggs - see number 155.
Best practices in true
customer service
An
ever growing, and rather raw list to provoke thoughts.
Some generalisations around customer service
Here
are some challenging and provocative statements on customer service
at an organisational level...good for discussion starting, and issue
raising.
The
revised NVQ Customer Service level 2 and 3 standards
These
are a lot better than the original set, with options that make
them more flexible...take a look.
Customer
Service level 3 Assessment Record
Here is the less-paper, complete 31 page assessment record for
the old standards.
I
have one for the new set. This is the candidate-driven evidence
record, taped interviews mean this approach is truly paperless...well
nearly.
The
new Customer Service NVQ level 3
The new standards have strengthened this most popular NVQ - here
it is, units, elements and options.
Generalisations
around complaint management
Only
slightly tongue in cheek, a key activity I use during workshops
on the subject.
Customer
Service - a workshop outline
The
real measures of customer service - a workshop outline with behavioural
objectives.
Customer Service bibliography
I only keep articles that add value to my four ‘r’s
model - see elsewhere on this site.
My
focus is not on front-line ‘smile training’, but entirely
on the issues that cause senior managers to run a mile.
Lost
customers analysis
A short, powerful activity that pinpoints significant lost customers,
and rather painfully asks why!
Book
summaries
A Complaint is a Gift
Inspired
Customer Service
Customer Intimacy
The Loyalty Effect
The
Power of Empowerment
The
11th Commandment
Moments
of Truth
100
Customer service Power Point notes and slides
1.
Three really important questions.
2.
Three types of customer every organisation needs most.
3.
Three levels of customer service.
4.
Three determinants of repeat purchase.
5.
Three keys to service success.
6.
Three myths about customer satisfaction.
7.
Three really awkward questions.
8.
Three rs of customer service.
9.
Three types of customer.
10.
Three rs of loyalty.
11.
Three secondary positive effects of customer loyalty.
12.
Three brave questions to ask customers.
13.
Three corporate competencies for customer service.
14.
Four things customers want.
15.
Four parts to the PACT model.
16.
Four zones of customer service.
17.
Four elements to the buying cycle.
18.
Four ‘R's of real customer service.
19.
Four types of organisation in terms of customer focus.
20.
Four parts of the service recovery model.
21.
Four factors that really build a loyal customer base.
22.
Four ‘I's of customer service.
23.
Four key lessons from genuinely customer service focused organisations.
24.
Four questions to ask to establish market impact.
25.
Four determinants of customer loyalty.
26.
Four absolutes for customer service improvement.
27.
Four specific types of disloyal customer.
28.
Four parts to the ASAP service recovery model.
29.
Four strategic steps to customer service.
30.
Four ways customers judge value.
31.
Four ways to really improve customer service.
32.
Five musts for measures.
33.
Five dimensions of customer service – Tom Peters.
34.
Five levels of customer bonding.
35.
Five types of customer in terms of buying a product or service.
36.
Five links in the service-profit chain.
37.
Five key questions.
38.
Five central concepts to the Japanese understanding of customer
satisfaction.
39.
Five things customers want.
40.
Five levels of customer loyalty.
41.
Five principles of CRM.
42.
Five ways to manage angry customers.
43.
Five parts of the IDEAS benchmarking model.
44.
Five essentials for customer service.
45.
Five core leadership values for customer focus.
46.
Five steps to customer happiness.
47.
Five customer service mistakes to avoid.
48.
Five parts to the FRIES customer service model.
49.
Five biggest customer service blunders.
50.
Five musts for measures.
51.
Six loyalty factors.
52.
Six aims of CRM.
53.
Six actions to create and deliver high quality service.
54.
Six critical lessons around customers – Milliken.
55.
Six types of customer – from Apostle to Terrorist.
56.
Six causes of complaints.
57.
Six myths around customer complaints.
58.
Six key questions around complaint management.
59.
Six ways to exceed customer expectations.
60.
Six components to lifetime value.
61.
Six keys to developing customer service skills,
62.
Six ways to be customer-focused.
63.
Six things customers don't want when complaining.
64.
Six customer service lessons.
65.
Six customer service essentials.
66.
Six ways to keep customers loyal.
67.
Six steps to customer service excellence.
68.
Six steps to remarkable service.
69.
Seven steps to customer loyalty.
70.
Seven things not to do when handling complaints.
71.
Seven ways to 'wow' customers.
72.
Seven ways to get serious about customer service.
73.
Seven ways to make customers feel important.
74.
Seven parts to the negative value spiral.
75.
Seven reasons for CRM failure.
76.
Seven steps to target customers.
77.
Eight essentials for customer retention.
78.
Eight components of quality.
79.
Eight ways to handle difficult customers.
80.
Eight critical steps to a customer service culture.
81.
Nine positive thinking patterns for customer facing employees.
82.
Nine golden rules of customer service.
83.
Nine signs of real customer service.
84.
Nine ways to make a difference with customer service.
85.
Nine ways to handle an angry customer.
86.
Ten things to look for in a customer facing employee.
87.
Ten commandments of customer service.
88.
Ten top customer service tips.
89.
Thirteen key performance indicators of customer retention and service
recovery.
90.
Fourteen key issues around customer retention and service recovery.
91.
The RATER customer service model.
92.
The LEARN service recovery model.
93.
The SERVQUAL customer service model.
94.
The PERFECT customer service model.
95.
Reichheld quote on measuring customer satisfaction.
96
. Increased
customer loyalty is the single most…
97.
Two key Reichheld quotes on value creation.
98.
Customer quality over quantity.
99.
Customer value creation, price and defection.
100.
We discovered some years ago…
CS2
CS3
CS4
Contact:
info@andrewgibbons.co.uk
100
customer service slides and 170 articles on
disk - uk only
Includes 27 pages of notes -
contents of the slides and more
£12
A list of the 100 slides here Click
the PayPal button to email order
Ideas on the recruitment and retention of customer facing people
Plenty
of good ideas here, taken from cited sources - all yours to download.
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