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.
You are welcome to share a link these 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.
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
“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
"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
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
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
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
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
"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
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
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
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-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
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
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
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