Awful customer service is remembered more than good customer service because good is EXPECTED and should be forgotten. That's why these stories are so refreshing.


"Due to extreme weather conditions, no deliveries were possible the day of my customer service training. But Jim Case at Carlton's Training called another client in Chicago and Carlton’s paid to messenger us their program they weren't using. The fact that he was willing to take control of the situation and lend a creative solution made me feel extremely important. I always use this very story in my customer service training.”

Irene Rogers



“I had no idea what program my boss was talking about. The program where a man is just giving a speech and it’s short and it’s about thinking creatively. I asked everyone I knew and googled it. Then I came upon this site and was told to just ask. Jim Case and the group at Carlton’s Training knew which one it was! And they emailed me a clip to review and it was the right one! (John Cleese: Creativity in Management). Count me as a loyal customer, AND thoroughly impressed!

-Susan Crawford, IBM



“Another vender neglected to tell me the program we ordered was delayed not due to their fault. But now I had a meeting the next morning and the program might not be here until end of day. Jim Case of Carlton's Training emailed me after he sent a duplicate program UPS overnight AM delivery that we could send it back if we didn’t need it as a back-up. If they did it just to get my future business, they succeeded.”

Charles Thompson, ING Direct


At Carlton's Training, we consistently strive to surprise customers wanting a good customer service experience, and instead provide a miraculous one you can come to expect. Jack Cash owns Carlton's Training and stands behind our corporate policies.

Memory usage: real: 13631488, emalloc: 13037576
Code ProfilerTimeCntEmallocRealMem