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'Satisfied' customers aren't good enough: you're either 'great' or 'poor'
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This is the page where we provide you with helpful information for free. Keep checking here, as we add stuff regularly.
 
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The cost and opportunity of customer service: this is quite long, but if you only read 1 thing on this page, read this

 

 

Why customer satisfaction surveys don't work: a self explanatory article

 
 
 
 
Customer First then sales: How when you do this, the sales just seem to follow!
 
 
Good to great: this is a stunning book, produced from 5 years of research at Stamford University, and here's the bones of it.
 
 
Keeping close to your customers avoids this
 
 
Customer Focused Management: How to 'walk the talk'.
 
 
Customer Service Habits: Habits dictate actions. This helps you change them for the better.
 
 
First Things First: Time menagement advice from the world class Stephen Covey: We can train and coach you on this as well.
 
 
How to Make What Really Matters Happen: the key challenge of leaders and managers. This is great advice.
 
 
How to Sell More with Integrity: does what it says on the tin. Well worth reading.
 
 
The Cost of Everything the value of nothing: how the simple things are those that really matter, and how hard it is to quantify the value of great service.
 
 
the seven habits of highly effective people : a precis of the best self improvement book of all time ... by miles. We can deliver you training, consultancy and coaching on this material alongside our 'great or poor' work.
 
 
Think About Your Business from the Customer's point of view: how to get perspective and thereby buid more sales
 
 
What Matters: this aligns customer service to the meaning of life...
 
 
Whats needed to deliver great service: a short article well worth reading
 
 
Why We are All in Business: a simple article that challenges common practice to align it with common sense!
 
 
Word of Mouth Marketing: a precis of a great book to tel you how to really make this work for you

 

How to be 'customer focused'/Documents/Being customer focussed.doc  

 

 

If you really can't decide whether to do this or not, best call a meeting

/Documents/Call a meeting.jpg

 

 

How to leverage emotion to boost customer service (with thanks to Achieve Global)

/Documents/6 ways to leverage emotion to boost CS.htm

 

 

The customer sees the business from the outside in /Documents/The Customer sees the business from the Outside In.doc

 

 

A great poster about 'fanatical customer service'

 

 

A great poster about 'care' in customer service

 

 

The business case for service excellence (c/o Warwick business school)

 

 

Some principles of great customer service

 

 

A precis of the FANTASTIC book by Ken Blanchard called 'Raving Fans'

 

 

The 13 behaviours of high trust leaders ( a precis )

 

 

We hope these are helpful and informative.

 

For further help, contact us today

 

Our aim: highest quality development, at sensible prices.
Our mission: to make a REAL difference.