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Free Customer Service Training Tools & Materials

Looking for some free tools for training, managing, or just improving your customer service performance? Here is a collection of some free downloadable tools and materials. No registration required - this is intended to be a resource site for business people, training professionals, and customer service professionals looking to improve the skills of themselves and others.

Feel free to use them all you wish. All we ask is that you use them in their current form, and that you always clearly identify the author, or use the Belding Skills Training & Development logo. If you like the free material, or have any suggestions on how to improve anything, please let us know.  If you have any material we can add to this, please email us at info@beldingskills.com.

And if you ever find yourself looking for a training company to design and deliver customer service, conflict resolution, teambuilding, management or leadership training, please think of us!  We will be adding to this page on an ongoing basis - so check it regularly!

...from Hell Quizzes

Quizzes from Hell

Do you have a Boss from Hell, Customer from Hell, Employee from Hell, Coworker from Hell? Find out with these fun quizzes!

WorkPulse
Performance Tracking

Employee Evaluation Form

WorkPulse

Want to track employees' performance more frequently than just on the annual review?  Here's a sample of Belding's WorkPulse tracking system.  You can track it yourself, or have Belding track the performance for as little as $30 per month, per employee.  To find out more, call +1 613 836 3559 or email
info@beldingskills.com

Perspective Exercise

Image

Does your perspective change depending on where you stand?  This is a great training tool to illustrate how different levels in an organization see things differently.

Free Winning at Work Back Issues

Winning at Work

Looking for back issues of Shaun Belding's Hint's from Hell?

CIA Template

Belding Strategic Selling Template

This is a template for helping professional salespeople navigate through long-cycle strategic selling processes. It is based on Belding Skills Development's Customer Identification Architecture (CIA)

Negative Language Bingo

Negative Language Bingo

Ever have one of those meetings or training sessions where things just seem to suddenly go sideways? Negative Language Bingo is a fun way to keep a meeting or training session positive and on track.

Coaching Log

Performance Coaching Log

This is a must for anyone who actively coaches employees. It helps you monitor and record employee performance on an ongoing basis. More information on how to use the coaching log is available in Shaun Belding's book, Winning with the Employee from Hell - a guide to performance and motivation.

Purchase Decision Matrix

Belding Purchase Decision Chart

This is a simple visual to help identify the conditions that create purchase intent in potential customers

The Importance of Reducing and Resolving Customer Conflict

White Paper

Belding - Conflict Resolution

Is there really a payoff to allocating resources to reducing customer conflict? It may be greater than you think!

Shaun Belding's White Paper on The Importance of Reducing and Resolving Customer Conflict shows the direct connection between conflict resolution and profitability.

Making Training Stick

White Paper

Belding - Making Training Stick

What does it take to make training stick? Look at what the research has to say. It may change the way you've always approached your training! Shaun Belding's White paper on Stickiness identifies the ten criteria that absolutely must be in place to transfer skills and change behaviours.

Time Management Time-Block System

Time Block Log

This is a very simple time management tool for senior managers and executives, which helps you gain greater control over your overall scheduling.  More information on how to use the time-block system is available in Shaun Belding's book, Winning with the Employee from Hell - a guide to performance and motivation.

Time Management Log

Belding Time Management Log

This is a simple tool for monitoring and evaluating time use and time abuse. More information on how to use the time management log is available in Shaun Belding's book, Winning with the Employee from Hell - a guide to performance and motivation.

Discovery Worksheet

Discovery Worksheet

This is a fabulous template for helping customer service and sales people improve their skills in determining customer needs (probing, qualifying, discovery, etc.).  For more information on how to use it, email us at info@beldingskills.com

 

Networking Action Plan

 

Networking Action Plan

Looking to improve your networking skills? Don't leave things to chance. These are networking templates for people who are looking to develop a coherent business network around them. For more information on how to use this tool, email us at info@beldingskills.com

The Buying Process

The Buying Process

Want to improve your sales?  Forget about the traditional sales process.  The best thing you can do is understand the natural buying process.

     
     

Just Released!

Winning at Work
Volume 2

Winning at Work Volume 2


Difficult Customers?

Winning with the Customer from Hell - a survival guide

International best-seller


Rude Callers?

Winning with the Caller from Hell - a survival guide for doing business on the telephone

Winning with the Caller from Hell - a survival guide for doing business on the telephone


Bad Boss?

Winning with the Boss from Hell - a guide to life in the trenches

Featured in Reader's Digest, The New York Times, London Times, BBC-TV and CBC-TV


Problem Employees?

Winning with the Employee from Hell - a guide to coaching & motivation

Selected by Personnel Today as one of the top seven must-read management books


Winning at Work Volume I

Winning at work volume 1


Looking for a Little Motivation?

Guide to a Good Day

Guide to a Good Day

 

 

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