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Exclusive Download: How to Talk to Customers Chapter

May 03, 2007Behind the Scenes, Customer Service Experience, Downloads, Etiquette, Exercises/Resources, Hiring & Training, Little Things, Big Differences Comments Off on Exclusive Download: How to Talk to Customers Chapter

Earlier this week I reviewed How to Talk to Customers by Diane Berenbaum and Tom Larkin. The book was a good read and I said so in my review. In addition to the two great tips that Tom gave me while we chatted (use your last name in greetings and ask for permission to ask questions), Tom agreed to send me the chapter of the book that had the “33 Points” that I liked so much.

The chapter is available to Service Untitled for free. It includes the “The 33 Points of Incoming Calls”, how to score calls, as well as the “The 33 Points of Outgoing Calls.” It is, in my opinion, the best chapter in the book.

You can download that chapter of the book (Chapter 15) by following the instructions below:

  1. Go to http://www.serviceuntitled.com/downloads.
  2. Click the file titled “howtotalktocustomers..”.
  3. Click Save and save the document to your Desktop or a folder of your choice.
  4. Open the file using Adobe Acrobat Reader or Foxit Reader (my personal favorite).
  5. Read and enjoy!

If clicking the file does not work, you may need to right click it and choose an option like “Save Target As”. One of those two ways seems to work on pretty much every computer.

I guarantee that it’ll be worth the few minutes it takes to download and read (the file is 312 kb). Print it out and give a copy to your customer service representatives. It’ll be worth it!

Enjoy!

 

The Big List of Things Not to Say

December 15, 2006Behind the Scenes, Customer Satisfaction, Customer Service Experience, Downloads, Etiquette, Exercises/Resources, Hiring & Training, Little Things, Big Differences, Service Untitled 5 Comments

In early November, I said I was working on The Big List of Things Not to Say.

Well, here it is. I’ve taken the time to go through quite a few posts, organize, and add to a long list of things that bloggers and their readers suggested that customer service representatives not say.

The Big List of Things Not to Say is available in PDF form completely free. It contains an introduction, about 15 phrases with alternatives suggestions and explanations, and more.

Since everyone has different browser settings and such, here is an easy way to download the file:

  1. Go to http://www.serviceuntitled.com/downloads.
  2. Click the file titled “NotToSay.pdf”.
  3. Click Save and save the document to your Desktop or a folder of your choice.
  4. Open the file using Adobe Acrobat Reader or Foxit Reader (my personal favorite).
  5. Read and enjoy!

If clicking the file does not work, you may need to right click it and choose an option like “Save Target As”. One of those two ways seems to work on pretty much every computer.

You are free (and encouraged) to distribute the article around to friends and colleagues – just ensure you follow the terms outlined at the end (basically, don’t remove anything). The article will hopefully be helpful to you and/or people within your company.

There will be many more downloadable PDF articles on customer service available on Service Untitled in the upcoming months. Now that the Big List of Things Not to Say has been released, I expect I will go through some old posts and pick out the “gems” and make those available as PDFs as well.

I’d like to extend a special thanks to the following people who helped out by contributing “things not to say”, their alternatives, ideas, and suggestions:

Thanks again and please do enjoy the article! If you any questions, comments, or concerns, please let me know.

An Executive’s (Quick) Guide to Customer Service: PDF Version

November 22, 2006Culture, Customer Satisfaction, Customer Service, Customer Service Experience, Downloads, Employees, Five W's 2 Comments

As promised, here is the free download of the PDF version (with an expanded introduction and some other extra information) of the Executive’s Quick Guide to Customer Service.

Since everyone has different browser settings and such, here is an easy way to download the file:

  1. Go to http://www.serviceuntitled.com/downloads.
  2. Click the file titled “ExecGuidetoCS.pdf”.
  3. Click Save and save the document to your Desktop or a folder of your choice.
  4. Open the file using Adobe Acrobat Reader or Foxit Reader (my personal favorite).
  5. Read and enjoy!

If clicking the file does not work, you may need to right click it and choose an option like “Save Target As”. One of those two ways seems to work on pretty much every computer.

You are free (and encouraged) to distribute the article around to friends and colleagues – just ensure you follow the terms outlined at the end (basically, don’t remove anything). The article will hopefully be helpful to you and/or people within your company.

There will be many more downloadable PDF articles on customer service available on Service Untitled in the upcoming months. Most likely, they will all be distributed under the same terms. The next one is the Big List of Things Not to Say. After that, I expect I will go through some old posts and pick out the “gems” and make those available as PDFs as well.

I would like to wish all my U.S. readers a Happy Thanksgiving. I will be taking the day off, but will be back with a short post on Friday. Normal postings will continue on Monday.