10 Topics to Include in Every Customer Service Training Manual

This two-part series explores the importance of building a customer service training manual. Part one shares five signs it’s time to refresh your manual, and part two highlights 10 topics you should consider including in your customer service training manual template for the new year. Let’s dive in!

The key to customer satisfaction is a team of well-trained and dedicated customer service representatives. That’s why it’s essential to thoroughly and consistently train your customer service representatives. One way you can effectively educate your team is with a customer service training manual. 

As we begin a new year, it’s the perfect time to review the manual and update it to reflect new changes and trends. Read on to learn about how you can refresh your customer service training manual for 2020 and see some helpful customer service training topics that it should include.

1. The importance of customer service

One topic that every customer service training manual should cover is the importance of customer service. The goal is to inform every customer service rep and show them how their role impacts the success of your business. This type of customer service policy is also a great tool to provide motivation as your team members want to feel fulfilled, important, and challenged.

2. Policy for customer service interactions

Your customer service training manual should also touch the standard process for interactions with customers. You want to outline a process with the best customer service policies that are applicable to most situations in a way that’s easy to understand.

3. Different verticals and industries

If your company spans across multiple industries, it’s worthwhile to feature different sections in the customer service training manual for each one. While there are many questions, complaints, and requests that are applicable to all industries, there are some that only pertain to certain segments and could call for different types of customer service training manuals.

4. Definition of service

Every company defines customer service differently. It is important that you include a definition of how your company defines customer service. In fact, just about every training manual template includes a definition of service. The definition of service provides a clear direction for every representative to address the customers’ needs as much as possible.

5. How to take a customer-friendly approach

Your customer service training manual template should emphasize a customer-friendly approach for customer service procedures and processes. The two major elements of a customer-friendly approach include communication and relationships.

6. A clear understanding of your customers

You should also have a section that provides your customer service reps with information about the types of customers they’ll commonly work with. This will give your team the information needed to help customers feel cared for and understood.

7. Soft skills of a top-notch customer service rep

Every customer service training manual should include a list of all the soft skills that a top-notch customer representative should embody. Some examples of these soft skills include active listening, attentiveness, communication, confidence, decision-making, empathy, flexibility, positivity, problem-solving, and being a team player.

8. How to make a good first impression

There should also be a section about how your customer representatives can make good impressions with customers. For added context, consider showing reps what it looks like to create a positive impression versus a negative one. That way, your customer representatives will know which behaviors and actions to avoid.

9. Non-verbal communication

You should also include a section about non-verbal communication since a significant amount of communication is non-verbal. This section should touch upon how customer reps can take advantage of non-verbal communication to satisfy customers. Some examples of non-verbal communication include smiling, eye contact, and hand gestures, and posture.

10. Telephone etiquette

If you have customer service reps who provide support over the phone, you should definetly have a section about telephone etiquette. Provide your team with information about how to best answer the phone and how to troubleshoot effectively.


Get Started with Lessonly’s Free Customer Service Training Manual

Is it time to revisit your customer service training manual? Lessonly’s free customer service training manual is a great tool to help your team deliver consistent customer service training, delight customers, and Do Better Work. Click here to access the manual, or learn more about Lessonly here.

5 Reasons to Update Your Customer Service Training Manual in 2020
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