--- title: Guidebook Listing Page description: Get our latest Guidebooks and Customer Service Resources. --- [Log In](https://training.serviceskills.com/logon.asp) [![ServiceSkills Logo 2025](https://info.serviceskills.com/hs-fs/hubfs/ServiceSkills%20Logo%202025.png?width=150&height=150&name=ServiceSkills%20Logo%202025.png "ServiceSkills Logo 2025")](https://www.serviceskills.com/) - [Course Library](https://www.serviceskills.com/courses/) - [Pricing](https://www.serviceskills.com/pricing/tier-options/) - Resources - [Testimonials](https://www.serviceskills.com/resources/) - [Case Studies](https://www.serviceskills.com/resources/) - [FAQ](https://www.serviceskills.com/about/faq/) - [White Papers](https://info.serviceskills.com/guidebook-page) - [Customer Service Blog](https://www.serviceskills.com/blog/) - [Industries We Help](https://www.serviceskills.com/resources/types-of-training/) - [LMS / HRIS Courses](https://www.serviceskills.com/pricing/lms-courses/) - [About](https://www.serviceskills.com/about/) # GUIDEBOOKS AND CUSTOMER SERVICE RESOURCES ![Recruit and Retain in the Age of CX](https://info.serviceskills.com/hs-fs/hubfs/CX%20cover.png?width=200&height=300&name=CX%20cover.png "Recruit and Retain in the Age of CX") ### Customer Service Agent Recruitment and Retention in the Age of Customer Experience White Paper details how improving overall communication skills improves sales and customer retention.  [Download Now](https://info.serviceskills.com/hubfs/Recruitment%20and%20Retention%20in%20the%20Age%20of%20CX%20April%202020.pdf) ![Enhance Communication Skills](https://info.serviceskills.com/hs-fs/hubfs/enhance%20cover.png?width=200&height=295&name=enhance%20cover.png "Enhance Communication Skills") ### Enhance Communication & Customer Service Skills White Paper: Learn how improving customer service and soft skills will help drive sales and customer retention. [Download Now](https://info.serviceskills.com/hubfs/White%20Paper%20-%20How%20Enhancing%20Communication%20Skills%20Improves%20Bottom%20Line%20Results-1.pdf) ### Request a Free Demo Code! [![Five Forbidden Phrases](https://info.serviceskills.com/hs-fs/hubfs/five%20forbidden%20phrases.png?width=351&height=198&name=five%20forbidden%20phrases.png "Five Forbidden Phrases")](https://www.serviceskills.com/courses/telephone-doctor-customer-service-series/) ### Watch and Learn: Five Forbidden Phrases When a customer or coworker requests something don’t immediately say “no.” Think before you answer. Always suggest what you do have or what you can do rather than telling someone what you can't do. The word “no” should never begin a sentence. [Watch Now!](https://www.serviceskills.com/courses/telephone-doctor-customer-service-series/) [![Basic Selling Skills](https://info.serviceskills.com/hs-fs/hubfs/basic%20selling%20skills.jpg?width=351&height=199&name=basic%20selling%20skills.jpg "Basic Selling Skills")](https://www.serviceskills.com/courses/basic-selling-skills-from-a-to-z-series/) ### Watch and Learn: Basic Selling Skills  This basic sales training program is loaded with twenty-six powerful skills and techniques which will be of immediate help to everyone in a customer service position.Teach your team to have a sales mindset and everyone wins! [Watch Now!](https://www.serviceskills.com/courses/basic-selling-skills-from-a-to-z-series/) ![Practice the Service Mentality: Empathy](https://info.serviceskills.com/hs-fs/hubfs/empathy.jpg?width=351&height=197&name=empathy.jpg "Practice the Service Mentality: Empathy") ### Practice the Service Mentality: Empathy No matter if customer service is delivered face-to-face, online or over the phone, empathy is a critically important service mentality. Do your customer-facing team members understand the difference between empathy and apathy? [Watch Now!](https://www.serviceskills.com/the-service-mentality-customer-service-training-program/) [![Watch and Learn: Terrible Team Members](https://info.serviceskills.com/hs-fs/hubfs/the%20gossip.jpg?width=385&height=197&name=the%20gossip.jpg "Watch and Learn: Terrible Team Members")](https://www.serviceskills.com/courses/how-to-be-a-terrible-team-member/) ### Watch and Learn: Terrible Team Members Gossiping and spreading private information or misinformation undermines the spirit of your entire team. This video shows your team the importance of focusing on the quality of their work instead of office politics. [Watch Now!](https://www.serviceskills.com/courses/how-to-be-a-terrible-team-member/) [![How to Ruin a Virtual Meeting](https://info.serviceskills.com/hs-fs/hubfs/how%20to%20ruin%20a%20virtual%20meeting.jpg?width=350&height=197&name=how%20to%20ruin%20a%20virtual%20meeting.jpg "How to Ruin a Virtual Meeting")](https://www.serviceskills.com/courses/how-to-ruin-a-virtual-meeting/) ### How to Ruin a Virtual MeetingSM Virtual meetings are growing in popularity. How to Ruin a Virtual Meeting is an awareness-building series that takes a humorous look at some common virtual meeting faux pas.  [Watch Now!](https://www.serviceskills.com/courses/how-to-ruin-a-virtual-meeting/) ![wasting time](https://info.serviceskills.com/hs-fs/hubfs/wasting%20time.png?width=351&height=197&name=wasting%20time.png "wasting time") ### Wasting Time at Work: Keep Team Members Focused!  Low productivity is a problem as old as work itself. Adding an Internet browser to the mix makes this challenge even worse. Deal with this issue by creating higher priorities for your team and prevent this problem! [Watch Now!](https://www.serviceskills.com/what-to-say-when-staff-are-wasting-time-online/) ## Ready to See How it Works? 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