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- Top Tip 1: Outline & Purpose
- Top tip 2: You are not in control of your Business
- Top Tip 3: What Business are you in?
- Top Tip 4: The Principle of Kaizen
- Top Tip 5: The Value of Customer Service
- Top Tip 6: The Power of Social Media
- Top Tip 7: The 4 Basic Behaviours of Service Excellence
- Top Tip 8: Bad Service Happens all by Itself
- Top Tip 9: Customer Service principle 1: The Customer Focused Mission
- Top Tip 10: Why Most Customer Service Training Doesn’t Work
- Top Tip 11: The Value of ONE Customer
- Top Tip 12: The Cost of Indifference
- Top Tip 13: The Customer’s REAL Needs
- Top Tip 14: The 10 Commandments of Service
- Top Tip 15: Sense Check
- Top Tip 16: Service = Sales
- Top Tip 17: Turn ‘Servers’ into ‘Sellers’
- Top Tip 18: Anticipation is the Key to Success
- Top Tip 19: Product Knowledge Sells
- Top Tip 20: 6 Facts of Product Knowledge
- Top Tip 21: Customers are People Too
- Top Tip 22: Welcome Complaints
- Top Tip 23: How to Handle Complaints Effectively
- Top Tip 24: Remember the Internal Customer’s Needs
- Top Tip 25: Empowering Your People
- Top Tip 26: Training is like Gardening
- Top Tip 27: Incentives that Work
- Top Tip 28: How Much Money are you Making?
- Top Tip 29: Cost Control
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