FAQ

Good customer service training should teach, reinforce, and refine great customer service skills. The most effective ways to train agents on customer service skills are:

1. Storytelling
2. Shadowing
3. Practice and role play
4. Coaching

There are several steps you can take to ensure your business has a strong service culture. These include:

1. Clearly defining what great customer service means through your mission, vision, and brand promise
2. Hiring the best employees and agents who will live out this mission
3. Setting guidelines for your entire customer service team
4. Delivering customer service training to ensure agents have the skills and knowledge to support customers
5. Setting goals based on your customer service vision and principles

A customer service training manual ensures that your organization’s training program is standardized and consistent across the team. This helps customer service teams avoid discrepancies between support levels. A customer service training manual also helps teams:

1. Provide consistent customer service training for employees
2. Identify the most important customer service training topics for agents
3. Train agents quickly and effectively
4. Ensure customers are treated equally

Customer service training manuals can take many forms. But no matter, there are a number of go-to items and topics that should be included. Five can’t miss training topics to highlight in a training manual are:

1. Training manual introduction
2. Your company’s customer service policy
3. Products and services knowledge
4. Company-specific information
5. Essential soft skills