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09/09/2010

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Viewing Resources in Customer services

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Click here for more information Fulfilling Customer Requirements
Scope: 4. Detailed, Contributor: *Mrs Marion Parris
A 3 hour workshop Power Point resource, aimed a junior staff and team leaders, introducing what customers are, internal customers and reasons for their care, customer service requirements in creating a culture for customer care, and an action planning exercise.
Type: pdf       Size: 0.4MB    Rating: 0/5       Downloads: 0
£30.00 Add To Basket
Click here for more information Managing Client Expectations Powerpoint
Scope: Not Specified, Contributor: *Mr Neil Farnworth
This is a hlf-day session for designed for the public sector. The slides may be used to support a development workshop looking on the subject of managing clients' expectations.
Type: pdf       Size: 0.2MB    Rating: 0/5       Downloads: 8
£15.00 Add To Basket
Click here for more information Bite sized training Customer Service diagnostic Ex
Scope: 4. Detailed, Contributor: Mr Bryan Edwards
A set of trainer notes, diagnostic tool and debrief to introduce the main aspects of behaviour that contribute to excellence in customer service, be this external (the way we interact with clients and customers) or internal (the way we interact with managers, colleagues and cross functional staff). It gives visibility to Service Providers of the main skills and qualities of exceptional service providers, based on many years of observing people at work and discussing with job holders and managers the things that differentiate good from exceptional service. The product features the ‘How Good A Service Provider Are You?’ diagnostic tool in which delegates assess themselves (and then get feedback from a partner) against 16 behavioural indicators on a 1-6 rating scale. The tool can be used for both stand alone use and as part of a ‘bite sized’ training session. For the second option, full trainer notes are included. A Copyright Waiver Licence is included in the price, so that materials may be adapted to suit your own / organisational needs. Duration Allow up to one and a half hours. Can be used as a succinct training session, or as part of a larger workshop on customer service skills. Loads more trainer resources at www.abctrainingsolutions.biz
Type: doc       Size: 0.2MB    Rating: 0/5       Downloads: 0
£18.75 Add To Basket
Click here for more information Difficult customer behaviours ready to deliver
Scope: 4. Detailed, Contributor: Mr Richard Lucas
A fully designed, ready to deliver course on dealing with difficult customer behaviours
Type: pdf       Size: 0.7MB    Rating: 5/5       Downloads: 2
£58.50 Add To Basket
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: 40
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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: 90
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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: 70
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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: 56
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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: 3/5       Downloads: 29
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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: 55
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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: 3/5       Downloads: 52
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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: 42
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Click here for more information Article summary customer service
Scope: 5. Comprehensive, Contributor: *Mr Andrew Gibbons
A 21 page, 9,600 word summary of some of the best customer service articles. I need to update this with as much again, but we only have so many hours don't we? I will have a nibble at it soon and keep updating. More at my website: www.andrewgibbons.co.uk
Type: doc       Size: 0.1MB    Rating: 3/5       Downloads: 72
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Click here for more information Customer service bibliography 100 sources
Scope: 4. Detailed, Contributor: *Mr Andrew Gibbons
This is one of many bibliographies - I try to read widely to keep aware of what's new. As with all my biblios, this has may items waiting to add to the list. More at my website: www.andrewgibbons.co.uk
Type: doc       Size: 0.1MB    Rating: 4/5       Downloads: 47
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Click here for more information Customer Focus workshop outline
Scope: 3. Outline, Contributor: *Mr Andrew Gibbons
Typical one day introductory outline - plenty of challenging issues here - see my 40 questions on the four 'r's of real customer service. More at my website: www.andrewgibbons.co.uk Just 35 pounds for website lifetime membership
Type: doc       Size: 30.21KB    Rating: 3/5       Downloads: 118
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Click here for more information Customer Crisis Role Plays
Scope: 3. Outline, Contributor: *Miss Joy Wilson
A series of customer crisis role plays
Type: doc       Size: 0.1MB    Rating: 4/5       Downloads: 116
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Click here for more information Personal Presentation and First Impressions
Scope: 2. Fundamentals, Contributor: *Miss Joy Wilson
A handout designed to consider personal presentation and positive body language to make a positive first impression
Type: doc       Size: 0.2MB    Rating: 4/5       Downloads: 87
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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: 20
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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: 139
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Click here for more information Questions Types
Scope: Not Specified, Contributor: *Mrs Charlotte Mannion
Examples of different questions handout
Type: pdf       Size: 29.50KB    Rating: 4/5       Downloads: 105
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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:

1 Primer
A resource that only offers really basic information that merely identifies a concept or point but does not explain its meaning or use.
Suitable for one liners and sayings etc.

2 Fundamental
A resource that provides basic information that identifies a concept or point of view and offers a brief explanation. Does not necessarily explain the use of the point or concept in question.
Suitable for one liners and sayings with a brief explanation of their meaning.

3 Outline
A concept or saying with an explanation of its meaning and its uses within a situation. Is not necessarily compete but is sufficient as a hand out or tool in support of a comprehensive item.

4 Detailed
A compete explanation of a concept with definition and usage written in pain English (or other language). Suitable for inclusion as a module within a larger item and likely to contain a number of Primers, Fundamentals and be accompanied by an Outline or two.

5 Comprehensive
A full, multi module, multi conceptual item that can be used as a standalone.

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.