A summary by topic with sub-sets of over 1180 videos in my shop - 45 on customer service 1182 videos summary.pdf Adobe Acrobat document [84.3 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]
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]
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]