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

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