Customer Service Resources

Over the years we’ve developed over 20 customer service courses and written several articles that touch on some aspect improving the customer experience. This page contains a partial list.

Some of our most popular resources include our five free customer service games, the ABCs of customer service, and 21 tips for giving better customer service.

You are welcome to share a link to our resources from your website.  You may also print and distribute these articles in your print publications.

However, please do not download and post copies of our training resources on your website or on a document sharing site without written permission from us.


Service As Simple As ABC: 26 Tips for Working Better with Customers

While service isn't always easy, the fundamentals are simple. Our list of service ABCs suggests 26 actions service providers can take to set the stage for great service. Do you know your ABCs? A - Arrive at work on time,… Read More

Got Manners?: Putting Your Best Foot Forward for Better Customer Service

“I sat there and watched the two of them completely engaged on Facebook.  Never mind the fact that I’m a customer, and they are supposed to be helping me. The sad thing is, I’m not sure that they even realized… Read More

Nice Is Not Enough: Connecting with Customers

"So, we're going to waste the day talking about being nice," the fellow said as he crossed his arms across his chest-the universal gesture that screams: I dare you to teach me anything. He was one of the attendees ordered… Read More

Say What?: Understanding the True Meaning Behind What Customers Tell Us (Or Don’t)

In the world of sales and customer service, what people say and what they mean are not always the same thing.  Unfortunately, many of us are listening impaired when it comes to getting to the heart of our customers’ messages. … Read More

21 Tips for Better Customer Service

Today I witnessed a customer service miracle in action.  I took my son to our local Chick-Fil-A so he could have some lunch and play in the indoor playground.  While I was waiting for our food to be ready, a… Read More

Choose Wisely: Words Matter

Service providers are the voice and often the face of their organizations. The words they choose have an impact. The following phrases are 12 of our favorites at Business Training Works. They either set a positive tone, indicate a willingness… Read More

Rx for Pleasing Patients: Ten Things They Don’t Need to Hear

Whether you’re feverish, freezing, cramping up, bleeding out, coughing, sneezing, gasping, or scratching uncontrollably, there are things you just don’t want to hear when you’re sick or injured, especially from those who are supposed to be helping you. As a… Read More

Words Count in Customer Service: What You Say Can Hurt or Help You

"Sticks and stones may break my bones, but words can never hurt me." That's great for the elementary school playground, but in the world of customer service, words count. What we say to customers can have an enormous impact on how… Read More

Overdoing Customer Service Can Cost Your Business Business: Butchering Customer Service

All businesses strive to provide excellent customer service, but there’s a fine line between service and servility. Extreme servility is called obsequiousness. Now there’s a word for you to know. Even if you don’t know what it means, you’ve experienced… Read More

Customer Service Quotations: 50+ Free Quips, Questions, and Comments to Inspire and Motivate

These quotations are ideally suited for customer service training, presentations, articles, and speeches related to customer service. A customer is the most important visitor on our premises. He is not dependent on us – we are dependent on him. – Unknown A… Read More

General Guidelines for Better Customer and Client Telephone Relations

The telephone is a powerful customer service tool. While most people use the phone routinely, not all know how to leverage it for great service. This guide suggests best practices for getting the most from calls.   General Guidelines Always… Read More

Customer Centric Language: Are You Making Good Choices?

Customer-facing employees are the voice of an organization. By choosing their words wisely, these people have tremendous power to influence how customers think and feel about a company. The following phrases are 12 of our favorites at Business Training Works.… Read More

Five Free Customers Service Training Games

The following are five free customer service training games that we have used with clients during our customer service courses for more than a decade.  We frequently receive requests for training ideas from organizations wishing to develop their own customer… Read More

Why Your Customers Don’t Like You and What to Do About It

It’s any airport USA at 2:00 am, and someone finally makes the announcement that the 6:00 pm flight will board soon.  The catatonic crowd in the packed waiting area begins to form a line. They’re tired and relieved to be… Read More

The Customer Service Workout: Ten Essential Skills for Frontline Employees

This is the script for a workshop for training people on various skills necessary to deliver exceptional customer service. We designed the program to give potential clients a flavor for our customer service training courses and to provide existing clients… Read More