Free downloads on customer service and related issues

In my shop

A summary by topic with sub-sets of over 1170 videos in my shop - a lot on customer service
1172 videos summary.pdf
Adobe Acrobat document [84.2 KB]

A list of over 100 adaptable time saving customer service slides, see my shop for more details
Customer service list 108.pdf
Adobe Acrobat document [71.5 KB]

Free downloads

A sample of the customer service article quotes - see my shop for the 10,000 word, 24 page full set
Sample customer service article notes.pd[...]
Adobe Acrobat document [121.6 KB]

Slideshow - customer service ideas worth a close look
CS 1.pps
Microsoft Power Point presentation [128.5 KB]

Slideshow - practical ideas on service recovery
CS 2.pps
Microsoft Power Point presentation [125.5 KB]

40 tough questions on customer service
40qs2.pdf
Adobe Acrobat document [59.9 KB]

Blog on the use of 'net promoter score' a tough customer loyalty tool
Net promoter score.pdf
Adobe Acrobat document [147.4 KB]

Over 160 observations of my own customer service experiences and learning - many of which indicate a need to improve...
162 exps.pdf
Adobe Acrobat document [139.0 KB]

Eight generalisations around customer service
cst serv gns.pdf
Adobe Acrobat document [46.0 KB]

20 tips for managing complaints
20 comp tips.pdf
Adobe Acrobat document [68.0 KB]

Fame and shame customer experience activity
f and s.pdf
Adobe Acrobat document [38.5 KB]

Generalisations around customer complaints
compgens2.pdf
Adobe Acrobat document [44.5 KB]

Customer service training day outline of behavioural learning objectives and indicative content questions
Custom service workshop outline.pdf
Adobe Acrobat document [63.6 KB]

Summary of customer service articles - 10,000 words, 21 pages
Custartnotes.pdf
Adobe Acrobat document [201.2 KB]

Bibliography of 100 customer service articles - I hold more than twice this
100 biblio.pdf
Adobe Acrobat document [129.1 KB]

More than fifty best practices in customer service form my own customer experiences
57 b ps.pdf
Adobe Acrobat document [83.2 KB]

The six types of customer activity
Six types of customer.pdf
Adobe Acrobat document [42.7 KB]

One page overview of my 4 'r's customer service model
My 4 rs.pdf
Adobe Acrobat document [46.6 KB]

Lost customer activity - an exercise in retrieval
Lst c act.pdf
Adobe Acrobat document [56.2 KB]

Book summaries

'A complaint is a gift' Barlow and Moller - 7 pages
Gift.pdf
Adobe Acrobat document [137.2 KB]

'Inspired customer service' Clutterbuck, Clark and Armistead - 7 pages
inspired.pdf
Adobe Acrobat document [115.4 KB]

'The loyalty effect' Frederick Reichheld - 8 pages
Loyalty.pdf
Adobe Acrobat document [141.9 KB]

'The eleventh commandment' Sandra Vanderwerwe - 3 pages
The 11th.pdf
Adobe Acrobat document [95.7 KB]

'The power of empowerment' Clutterbuck and Kernaghan - 7 pages
The pwr of emp.pdf
Adobe Acrobat document [125.7 KB]

'Moments of truth' Jan Carlzon - 3 pages
Moments.pdf
Adobe Acrobat document [87.6 KB]