TrainerBase; the place for accredited soft skills, management and business training materials and resources shared by freelance trainers and training providers.
TrainerBase - helping trainers find business and business find trainers
Welcome, Login
28/07/2015

Downloads

TrainerBase Downloads section allows members to exchange resources online. You will need to Login/Join first. Registration only takes a few minutes.

If you download a resource, you may be contacted by the contributor for feedback. Please have the courtesy to reply. Members found abusing the generosity of fellow members may be excluded from using this facility.

Simply browse the products below.

To see a download description, document type and resource rating click on the icon to the left of the title.

Viewing Resources in Customer services

  (Return to Category Listing)


Click here for more information 4 As Customer Service Fortune Teller
Scope: 1. Primer, Contributor: *Mrs Jacci Wright
A fun origami/fold up resource that focuses on the 4A's of Appearance, Attitude, Attention and Accuracy. Can be a desk top item once made and also used by managers to focus the team on a particular aspect for th week or day.
Type: docx       Size: 0.5MB    Rating: 0/5       Downloads: 2
Free >> Login/Join
Click here for more information The 4 As of Customer Service Workbook
Scope: 2. Fundamentals, Contributor: *Mrs Jacci Wright
A short workbook about the 4 A's principles of customer service in an easy to implement format. The 4 A's are Appearance, Attitude, Attention and Accuracy. Get these right and you can create great customer experiences and give your customers a reason to love you and keep coming back
Type: pdf       Size: 1.9MB    Rating: 3/5       Downloads: 3
Free >> Login/Join
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: 10
Free >> Login/Join
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: 14
Free >> Login/Join
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: 51
Free >> Login/Join
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: 44
Free >> Login/Join
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: 56
Free >> Login/Join
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: 52
Free >> Login/Join
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
Free >> Login/Join
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: 4/5       Downloads: 91
Free >> Login/Join
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: 140
Free >> Login/Join
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: 100
Free >> Login/Join
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: 118
Free >> Login/Join
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: 77
Free >> Login/Join
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
Free >> Login/Join
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: 69
Free >> Login/Join
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: 63
Free >> Login/Join
Click here for more information CUSTOMER COMPLAINT HANDLING
Scope: 4. Detailed, Contributor: *Mr John Alexander
A useful 4 stage model for dealing with customer complaints and turning them into opportrunities
Type: pdf       Size: 38.97KB    Rating: 4/5       Downloads: 178
Free >> Login/Join
Click here for more information Ten questions for customer service
Scope: Not Specified, Contributor: Mrs Charlotte Mannion
Handy reminder of the differences between inward and outward focused businesses
Type: pdf       Size: 35.47KB    Rating: 4/5       Downloads: 156
Free >> Login/Join
Click here for more information Customer service book summaries
Scope: Not Specified, Contributor: Mr Andrew Gibbons
Download free 22 full book summaries from my website: www.andrewgibbons.co.uk
Type: doc       Size: 66.05KB    Rating: 4/5       Downloads: 50
Free >> Login/Join


<<  1  2 >>   (Display All)

<< Return to Category Listing


In order to clarify the expection of what a resource is, the Scope has been introduced. The different Scopes of a resource are:

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

Also a rating for a resource indicates how good or not previous downloaders thought the resource was: 0/5 means that no one has rated the resource 1/5 means a bad resource 5/5 means a good resource. Good or bad is a simple indicator and is not meant to qualify in what way the resource is good or bad.

The contributor may contact a downloader for qualitative feedback.