Free downloads on customer service and related issues

Please help yourself to 25 free downloads, more added regularly

 

 

 

 

Learning material

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Download
100 adaptable customer service slides
Customer service 100.pps
Microsoft Power Point presentation [851.0 KB]
Download
25 page customer service Word file - summary of the above slides
Customer service resource 25 pages.pdf
Adobe Acrobat document [148.9 KB]
Download
Slideshow - customer service ideas worth a close look
CS 1.pps
Microsoft Power Point presentation [128.5 KB]
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Slideshow - practical ideas on service recovery
CS 2.pps
Microsoft Power Point presentation [125.5 KB]
Download
40 tough questions on customer service
40qs2.pdf
Adobe Acrobat document [59.9 KB]
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Blog on the use of 'net promoter score' a tough customer loyalty tool
Net promoter score.pdf
Adobe Acrobat document [147.4 KB]
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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]
Download
Eight generalisations around customer service
cst serv gns.pdf
Adobe Acrobat document [46.0 KB]
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20 tips for managing complaints
20 comp tips.pdf
Adobe Acrobat document [68.0 KB]
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Fame and shame customer experience activity
f and s.pdf
Adobe Acrobat document [38.5 KB]
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Generalisations around customer complaints
compgens2.pdf
Adobe Acrobat document [44.5 KB]
Download
Customer service training day outline of behavioural learning objectives and indicative content questions
Custom service workshop outline.pdf
Adobe Acrobat document [63.6 KB]
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Summary of customer service articles - 10,000 words, 21 pages
Custartnotes.pdf
Adobe Acrobat document [201.2 KB]
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Bibliography of 100 customer service articles - I hold more than twice this
100 biblio.pdf
Adobe Acrobat document [129.1 KB]
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More than fifty best practices in customer service form my own customer experiences
57 b ps.pdf
Adobe Acrobat document [83.2 KB]
Download
The six types of customer activity
Six types of customer.pdf
Adobe Acrobat document [42.7 KB]
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One page overview of my 4 'r's customer service model
My 4 rs.pdf
Adobe Acrobat document [46.6 KB]
Download
Lost customer activity - an exercise in retrieval
Lst c act.pdf
Adobe Acrobat document [56.2 KB]

 

 

 

 

 

 

 

 

Book summaries

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Download
'A complaint is a gift' Barlow and Moller - 7 pages
Gift.pdf
Adobe Acrobat document [137.2 KB]
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'Inspired customer service' Clutterbuck, Clark and Armistead - 7 pages
inspired.pdf
Adobe Acrobat document [115.4 KB]
Download
'The loyalty effect' Frederick Reichheld - 8 pages
Loyalty.pdf
Adobe Acrobat document [141.9 KB]
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'The eleventh commandment' Sandra Vanderwerwe - 3 pages
The 11th.pdf
Adobe Acrobat document [95.7 KB]
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'The power of empowerment' Clutterbuck and Kernaghan - 7 pages
The pwr of emp.pdf
Adobe Acrobat document [125.7 KB]
Download
'Moments of truth' Jan Carlzon - 3 pages
Moments.pdf
Adobe Acrobat document [87.6 KB]

 

 

 

 

 

 

 

 

Customer service material in my shop

Download
Programme for a ready-to-run customer service training day
Customer service programme.pdf
Adobe Acrobat document [48.9 KB]
Download
A full list of the 1080 videos including 175 on customer service, sales and marketing - see videos page details
1080.pdf
Adobe Acrobat document [222.6 KB]
Download
List of 100 adaptable customer service slides - available from my shop
Customer service list.pdf
Adobe Acrobat document [71.7 KB]