CUSTOMER SERVICE TRAINING RESOURCES

Build Stronger Skills Deliver Better Service

Access practical customer service training videos designed to improve communication, active listening, empathy, call handling and professional confidence. Use these resources to strengthen your skills and create better customer experiences.

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LUNEX Training Resources

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Customer Service Training Library

Practical Video Training for Stronger Customer Conversations

Explore B&F customer service training videos covering communication, call handling, empathy, coaching, performance and agent wellbeing.

B&F TRAINING ACADEMY

Communication Skills

Tone, empathy, listening and rapport

New

Call Handling

Questions, conflict and caller control

Review

Agent Performance

Metrics, coaching and success habits

Done

Training Library

17

Customer service and contact center learning modules

Training Video Library

Choose a Skill and Start Learning

Filter the library by topic, then open any lesson in the built-in video player.

Module 01

Communication

How To Use The Right Tone of Voice

Practical customer service training for contact center agents and support teams.

Module 2

Communication

Active Listening Exercises

Practical customer service training for contact center agents and support teams.

Module 03

Communication

7 Tips for Effective Communication

Practical customer service training for contact center agents and support teams.

Module 4

Call Handling

Managing Silent Gaps In Calls

Practical customer service training for contact center agents and support teams.

Module 05

Wellbeing

Work at Home Stress

Practical customer service training for contact center agents and support teams.

Module 06

Call Handling

How to Ask Probing Questions

Practical customer service training for contact center agents and support teams.

Module 07

Wellbeing

How to Handle Stress

Practical customer service training for contact center agents and support teams.

Module 08

Coaching

How To Get The Most From Coaching Sessions

Practical customer service training for contact center agents and support teams.

Module 09

Communication

5 Tips for Expressing Empathy Over the Phone

Practical customer service training for contact center agents and support teams.

Module 10

Performance

Why Metrics Matter for Contact Center Agents

Practical customer service training for contact center agents and support teams.

Module 11

Call Handling

How to Deal with Conflict

Practical customer service training for contact center agents and support teams.

Module 12

Performance

10 Tips to Succeed

Practical customer service training for contact center agents and support teams.

Module 13

Communication

How To Make Callers Feel Important

Practical customer service training for contact center agents and support teams.

Module 13

Communication

How To Use The Right Tone of Voice 2

Practical customer service training for contact center agents and support teams.

Module 15

Communication

How To Build Rapport

Practical customer service training for contact center agents and support teams.

Module 16

Call Handling

Controlling Talkative Callers

Practical customer service training for contact center agents and support teams.

Module 17

Performance

5 Common Mistakes Agents Make & How to Avoid Them

Practical customer service training for contact center agents and support teams.

Bilingual Support Quality Controls

Keep Meaning, Service Steps and Customer Experience Consistent

01

Start With Communication

Learn tone of voice, active listening, empathy and effective communication fundamentals.

02

Strengthen Call Control

Practice probing questions, silent-gap management, conflict handling and caller control.

03

Build Performance Habits

Understand contact center metrics, common mistakes, coaching and success behaviors.

04

Protect Agent Wellbeing

Develop healthier ways to manage work-at-home pressure and everyday call center stress.

Training Outcomes

Help Agents Create Better Experiences on Every Call

Short, focused training modules make it easier to review one skill, discuss it with a coach and apply it during real customer interactions.

Clearer

More confident and understandable customer communication

Calmer

Better control during difficult or stressful conversations

Stronger

Improved rapport, listening and empathy skills

Consistent

Better habits around coaching, metrics and call quality

Frequently Asked Questions

Customer Service Training FAQs

Learn how to use the B&F video library for agent learning, coaching and skill development.

Who can use these customer service training videos?

The videos are useful for contact center agents, customer support representatives, team leaders, coaches and remote service teams.

What customer service topics are included?

The library covers tone of voice, active listening, communication, empathy, rapport, probing questions, conflict, caller control, coaching, metrics and stress management.

Can team leaders use these videos during coaching sessions?

Yes. A team leader can assign one lesson, discuss the examples and connect the topic to recent customer interactions or quality reviews.

Do the videos open directly on this page?

Yes. Selecting Watch Training opens the lesson in a popup player. Each card also includes a direct YouTube link.

Is there a recommended order for completing the training?

A practical sequence is communication fundamentals, call handling, performance and coaching, followed by wellbeing and stress-management lessons.

Can the training library be used for refresher learning?

Yes. Agents can revisit individual topics before coaching, after a quality review or whenever a particular call-handling skill needs improvement.

Ready to Build Stronger Customer Service Skills?

Browse the training library, choose a topic and start with one practical lesson today.