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26/10/2014

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Viewing Resources in Customer services

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Click here for more information Handling Complaints Key Point Sheet
Scope: 2. Fundamentals, Contributor: Mrs Sheridan Webb
A 2-page handout explaining why people complain and how to handle it professionally to prevent a problem from escalating.
Type: pdf       Size: 0.7MB    Rating: 4/5       Downloads: 5
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Click here for more information Customer Service Key points Sheet
Scope: 2. Fundamentals, Contributor: Mrs Sheridan Webb
A 2-page handout introducing some basic concepts for delivering good customer service for front-line staff. Note, handling complaints is covered separately.
Type: pdf       Size: 0.6MB    Rating: 4/5       Downloads: 9
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Click here for more information Handle Complaints
Scope: 2. Fundamentals, Contributor: Mrs Sheridan Webb
A 2-page Key Points Sheet on handling complaints successfully
Type: pdf       Size: 0.7MB    Rating: 4/5       Downloads: 44
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Click here for more information Delivering Great Internal Customer Service
Scope: 1. Primer, Contributor: Mrs Sheridan Webb
Outline of a one-day workshop on the importance of internal customer service, and how to provide it.
Type: pdf       Size: 0.9MB    Rating: 4/5       Downloads: 38
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Click here for more information The Heart of Customer Service
Scope: 1. Primer, Contributor: Mrs Sheridan Webb
On outline for a two-day programme on customer service.
Type: pdf       Size: 0.9MB    Rating: 4/5       Downloads: 50
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Click here for more information Customer Focus Matrix
Scope: 2. Fundamentals, Contributor: *Mr Moir Ferguson
A new model developed to introduce one aspect of customer care in the team
Type: pdf       Size: 0.1MB    Rating: 4/5       Downloads: 49
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Click here for more information Living Brand for MIME Magazine
Scope: 3. Outline, Contributor: Mr Dale Smith
Your people hold the power of your brand in their hands. Are they true embassadors of what your brand represent? Find out how to build your living brand. Written for Meetings Industry Middle East Magazine.
Type: pdf       Size: 0.3MB    Rating: 4/5       Downloads: 8
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Click here for more information Get close to your customers
Scope: 2. Fundamentals, Contributor: Mr Andrew Miller
Getting close to the customer involves gathering facts and knowledge about your customers (both current and potential), and turning these into an awareness of what customers want from you and how they perceive your organisation and your products and services. This awareness must then be acted on to ensure that you continually meet customer demands and ensure long-term survival and profitability.
Type: pdf       Size: 63.56KB    Rating: 4/5       Downloads: 38
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Click here for more information Customer service slides 100 listed
Scope: 1. Primer, Contributor: Mr Andrew Gibbons
Is it worth spending hours sourcing and preparing slides? Have over 900 in 16 sets and 154 pages of notes with lifetime online access website membership for just 40.
Type: doc       Size: 45.06KB    Rating: 3/5       Downloads: 87
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Click here for more information Free 17 page customer service resource
Scope: 3. Outline, Contributor: Mr Andrew Gibbons
All the raw material you need to design and prepare your customer service activities. A real time saving page resource with hundreds of ideas. Get over 900 Power point slides and notes, including 100 on customer service issues at my website: www.andrewgibbons.co.uk
Type: doc       Size: 0.1MB    Rating: 4/5       Downloads: 138
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Click here for more information 40 tough customer service questions
Scope: 2. Fundamentals, Contributor: Mr Andrew Gibbons
Forty questions that have proved too tough for any but those REALLY serious about customer focus. Lots more free material at my website: www.andrewgibbons.co.uk
Type: doc       Size: 36.86KB    Rating: 4/5       Downloads: 99
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Click here for more information Dealing with difficult customer behaviours
Scope: 1. Primer, Contributor: Mr Richard Lucas
A sample of supremacy ready to deliver course with an introduction
Type: doc       Size: 0.2MB    Rating: 4/5       Downloads: 114
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Click here for more information 15 pages of 26 page customer service resource
Scope: 4. Detailed, Contributor: Mr Andrew Gibbons
The product of many hours of sourcing excellent and very flexible material. Have 17 sets of notes - 154 pages over 900 Power point slides in 17 sets and all to come with website membership for just 40 at www.andrewgibbons.co.uk Save the time I have spent, and use this to develop your own material.
Type: doc       Size: 0.1MB    Rating: 4/5       Downloads: 75
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Click here for more information New July 2006 Customer Service NVQ 4 units
Scope: 2. Fundamentals, Contributor: Mr Andrew Gibbons
All core and optional units of the full NVQ - we had to wait a long time for it, but it is rather good, and I am working with people on this already with some strong results. Find out more at my website www.andrewgibbons.co.uk
Type: doc       Size: 34.30KB    Rating: 4/5       Downloads: 39
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Click here for more information 9 customer service generalisations
Scope: 1. Primer, Contributor: Mr Andrew Gibbons
Plenty of scope with these simples prompts to open up significant issues and get high quality learning going!
Type: doc       Size: 31.23KB    Rating: 4/5       Downloads: 67
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Click here for more information Lost customers analysis activity
Scope: 2. Fundamentals, Contributor: Mr Andrew Gibbons
A simple and powerful activity that pinpoints why customers have left - and what can be done to retain more who might otherwise have followed them.
Type: doc       Size: 32.26KB    Rating: 4/5       Downloads: 62
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Click here for more information Tips on Leaving Voice Mail
Scope: 2. Fundamentals, Contributor: Mr Mark Gregory
Top tips for leaving voice mail with your colleagues and customers. From a range of tools available to download, edit and re-use freely.
Type: pdf       Size: 0.3MB    Rating: 4/5       Downloads: 36
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Click here for more information Walk Two Moons
Scope: 3. Outline, Contributor: Mr Mark Gregory
Stand in your customer's shoes to experience your service levels and then element the pinch points and add nice touches...as only the wearer knows where the shoe pinches. And as the Native American proverb goes "to understand the man, first walk two moons in his moccasins"
Type: pdf       Size: 96.02KB    Rating: 4/5       Downloads: 74
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Click here for more information Dismissing Your Customers
Scope: 3. Outline, Contributor: Mr Mark Gregory
The customer is not always right. Sometimes they need dismissing and given opprtunities to take their business elsewhere. This article gives the why and how for anyone frustrated with some of their customers.
Type: pdf       Size: 43.50KB    Rating: 3/5       Downloads: 36
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Click here for more information Creating a Customer Experience Statement
Scope: 1. Primer, Contributor: Mr Mark Gregory
Adopting a customer experience statement is essential in delivering great customer experiences. This document gives you a basic insight into the benefits and how to go about developing your own statement.
Type: pdf       Size: 0.1MB    Rating: 4/5       Downloads: 63
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In order to clarify the expection of what a resource is, the Scope has been introduced. The different Scopes of a resource are:

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  2. Fundamental
  3. Outline
  4. Detailed
  5. Comprehensive

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