My free customer service downloads

Find here a mixture of personal observations, activities, handouts, book summaries, and other useful material.

I have strong views on customer service.

Do help yourself to my free downloads.

32 customer service videos

Carefully selected videos full of powerful content.

Use as training material or for personal development.

Click here to view and download all 218 videos.

Sample of 32 customer service videos - in all 218 on the two disks

YouTube-Video

Free downloads - help yourself

Customer service resources and activities

A list of Chief Executive's personal email addresses across many business sectors - Cabinet politicians, and others of interest!

In this customer focused age, when Chief Executives tell us constantly that the customer comes first, who could possibly feel the need to hide from us?

http://www.connectotel.com/marcus/ceoemail.html

A brief explanation of my 4 rs customer service model
Customer recruitment, retention, service recovery, and of all things retrieval. This model is not loved by marketers who love to blindly spend vast advertising budgets!
4rs.pdf
Adobe Acrobat document [28.2 KB]

40 tough questions around my 4 rs model - too tough for most!
Simple enough, just forty questions. Trouble is, the senior management I have shown these to come up with loads of 'yes buts' so it seems this is for the most truly customer-concerned.
40qs.pdf
Adobe Acrobat document [6.3 KB]

10 sample customer service slides from the full set of 100
I am so generous - the full set as listed below, is a tremendous flexible resouce for learning events and personal development.
CS10samps.pps
Microsoft Power Point presentation [222.0 KB]

An activity to help retain customers
A very simple exercise to raise issues around customer retention.
lost.pdf
Adobe Acrobat document [5.4 KB]

What to look for in frontline customer service employees
A compilation of thoughts from articles and books - for me, insufficient consideration is given to this during a 'typical' recruitment exercise.
10signs.pdf
Adobe Acrobat document [2.8 KB]

An activity to identify best and worst customer service practice
I like leading this - it's simple, and specifies the reasons we feel organisations are more and less customer focussed than our own. Then comes the tough bit - matching the practices of the best.
fame.pdf
Adobe Acrobat document [2.1 KB]

A provocative activity around complaints management
Most complaints are not managed well. This set of eight tongue only very slightly in cheek statements should show where any organisation can strengthen service recovery practice.
compgens.pdf
Adobe Acrobat document [4.6 KB]

Behavioural objectives and indicative content for a one day customer service workshop
A typical outline of a short customer service workshop. These can be adapted to the precise needs of a client organisation.
Real measures of customer service.pdf
Adobe Acrobat document [7.8 KB]

Generalisations around customer service - always good value!
I get a lot of value from these generalisations - take a look, and help yourself.
csgens.pdf
Adobe Acrobat document [4.8 KB]

A compilation of how to really exceed customer expectations
Here is the good news - how to really impress customers. I really don't know many organisations up to these.
57 customer service best practices.doc
Microsoft Word document [40.0 KB]

A long list of my personal customer service experiences - mostly awful!
Lots of incidents and experiences here that provide insights into providing true customer service.
162 key personal experiences.doc
Microsoft Word document [104.0 KB]

A summary of the net promoter score model to test customer satisfaction
This is rather a good tool - and a universal way to measure real customer service.
Net promoter score.pdf
Adobe Acrobat document [147.4 KB]

Twenty tips for managing service recovery and complaints management
Just a few thoughts on how to manage customer complaints well...if only I saw some evidence of these.
20comp.pdf
Adobe Acrobat document [10.8 KB]

A list of 100 customer service slides with Word file.
Lots here - a very flexible resource of 100 adaptable customer service slides with 23 pages of notes. Ideal for training events or for personal development. I can email for just £5.
100 customer service slides.doc
Microsoft Word document [40.0 KB]

Customer service reading

Jan Carlzon's great little book - 'Moments of Truth' summarised
This book has so much powerful learning and ideas for it's small size. These three pages are a great start, but do read the book.
Moments of truth book summary.doc
Microsoft Word document [36.0 KB]

21 pages of key points from a lot of useful articles
I have done a lot of reading on and around customer service - save yourself the time I have taken and download these selected article extracts.
Customer service article notes.doc
Microsoft Word document [135.5 KB]

High value book summary: 'The Loyalty Effect'
A wonderful overview with plenty of examples showing what it truly takes to create loyal customers - and why the small steps are so far beyond many business that measure the wrong things.
Loyalty effect book summary.doc
Microsoft Word document [71.5 KB]

One of 180 articles I hold on disk on customer service issues...interested?
I have spent hours researching customer service articles such as this one.
Reichheld and Sasser.pdf
Adobe Acrobat document [1.6 MB]

A useful list of 100 customer service articles
This is a Harvard format bibliography of 100 customer service articles that students in particular will find a great time saver.
csbib.pdf
Adobe Acrobat document [29.6 KB]

A book summary: A complaint is a gift'
It's rare to find a book on this subject, and this one is excellent. Lots of anectdotes, best practices and thorough research to learn from...but what I wonder will change?
A complaint is a gift book summary.doc
Microsoft Word document [64.5 KB]

Book summary: 'Inspired customer service'
Another book summary well worth a look over - one of many in my book summaries section.
inspired.doc
Microsoft Word document [63.5 KB]

Don't miss my shop - get a disk and unlimited online access to member's only material

Download sets of adaptable slides & notes

Over 1000 slides in 18 sets.

Over 25,000 words of notes.

Topics include:

Leadership

Customer service

Mentoring

Change management

Negotiation

Coaching

Performance management

Sales and marketing

Project management

...and many more.

Plus a disk with:

All the above slides and notes.

218 videos on management and organisational topics.

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