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Soft Skills Resources for Learning and Development Professionals



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Customer Service



4D WikiBit


According to Jamier L. Scott. “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."


Customer service is normally an integral part of a company’s customer value proposition. In their book Rules to Break and Laws to Follow, Don Peppers and Martha Rogers, Ph.D. write that "customers have memories. They will remember you, whether you remember them or not." Further, "customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence."


From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement.


Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy.



  • Workshops & Assessments
  • Activities
  • Reproducible Programs

Exceed Your Customer's Expectations

Customer Service receives a great deal of attention in almost every business and industry. In this customer-oriented environment, excellent customer service is as much the responsibility of top management and front-line supervision as it is of the employees who provide service.


There are many stories about customer complaints and empowered employees who were able to handle those situations successfully. While everyone has a favourite customer service story, all of us have different ideas on what constitutes outstanding service. Senior executives often speak of service as part of a mission statement or policy manuals. Middle managers see service as a process of customer problem-solving. Front-line employees often define service as a friendly greeting and maybe a smile. Each of these individual attitudes and perspectives on customer service are of great value as they all contribute to a complete picture of how to achieve exemplary customer service. This is where our programs begin - changing behaviours toward customer service - with the individual.


4D Training provides organizations interested helping improve excellence in customer service with a variety of options:



Resources for Internal Trainers/Facilitators


You're an experienced facilitator and looking for ways to introduce an experiential component to an existing program or you would like to introduce a new program. We have solutions ranging from quick profile assessments to one - three hour workshops or multi-day programs. All assessments and workshops come complete with Facilitator Guide, PowerPoint slides, as well as a Takeaway Participant Guide.



Experienced External Facilitators


You're responsible for developing people within your organization. You see a fit with a specific program or set of programs offered by 4D Training Resources and a desired outcome. Your preference is to bring a facilitator experienced in delivering these programs into your organization.



Custom Course Design


Your charged with identifying opportunities to achieve organziational goals through development of its human resources. You would like to use one of these programs as a foundation for building an internal training intitiative.



If one of these options describes your needs, call us at 1-800-257-4916.


Customer Service Skills - Assessments/Workshops

Off-the-Shelf or Facilitator-led


HRDQ Becoming a Customer Service Star Assessment

Becoming a Customer Service Star Assessment

Everyone has a favorite customer service story, but few people can identify the specific behaviors that will result in outstanding service. With Becoming a Customer Service Star, employees and managers evaluate their behavior in 5 critical service areas, examine their attitudes about service, and learn ways to boost their customer service performance.


HRDQ Internal Customer Service Assessment

Internal Customer Service Assessment

Illustrates the real differences between internal and external service, and is is designed to help internal service providers evaluate how well they are practicing the behaviors that constitute excellent internal service.











Customer Service Activities for Training

Encourage your customer service representatives to answer, learn about, and reflect on the key questions that will help them to deliver exceptional service. Customer Service Activities for Training is a collection of 38 activities, assessments, role plays, and action plans that address critical questions.









Complete training materials in a customizable, reproducible file format. Introducing the Reproducible Training Resource Library, a collection of customizable and reproducible programs. Each program comes ready to train, complete with a Participant Guide, Facilitator Guide, and PowerPoint® presentation. Titles are half to full-day programs on the topics you need to deliver today. The simple click-thru license agreement allows you to use the content within your organization on an unlimited basis. Buy any individual program for $399 or all 80 programs for $7,500.Learn more about these Reproducible Training Programs or call 1-800-257-4916 to order.


What Customers Really Want (1 Day Program)

What is extraordinary customer service? We have all experienced it and, most likely remembered it. In this course participants will explore the concepts and benefits of superb customer service.


Customer Service Over the Phone (1/2 Day Program)

In today's competitive environment, customer service is often the key That'sets a successful company apart from others. This program ensures that your customer interactions will result in satisfied, happy customers by providing skills to manage all types of customer calls and situations.