How to Update Your Customer Service Training Manual for Remote Work

We’ve all had “one of those days” at work.

You know the kind we’re talking about. You sleep through your alarm, the coffee maker isn’t working, and your to-do list just keeps getting longer and longer. On days like those, pizza can help; but sometimes all you need is a different perspective.

If you work in customer service, your days are often filled with emails, phone calls, and meetings. But those tasks aren’t what define your job. After all, you weren’t brought onto the team to answer a phone… you were hired to help customers succeed by solving problems and educating and empowering them.

“If you’re having a tough day, take a break from the process and think about the people you’re helping. Customer success is integral to the success of a company—and when you help customers succeed, you succeed too.”

Launching a customer service training implementation plan needs special considerations when you have remote employees in the mix. The good news is that training remote staff usually involves simply tweaking the processes you use for on-site teams while making the rest of your organization more flexible. In return, you’ll have one unified customer service team that marches to the same beat of the drum. 

How to write a customer service training manual template

Your customers can make or break your company, so it’s important to invest in your customer service procedures and processes. A satisfied customer has the power to refer other prospects to your company, building trust by talking about their positive experience. On the other hand, a frustrated customer can deter others from purchasing from your business.

Create a customer service training manual doc so your team knows how to engage with your customers and create a loyal consumer base. Here are few things we suggest including:

1. Outline your company culture

You’re a rad organization, right? Well then let’s shout about it! Begin your customer service training program outline by stating your company’s vision, mission and core values. Your company’s vision is the “big idea” of why you’re here in the first place, while your mission is the more tactical approach to how you will achieve your vision. The core values of your organization represent the basics of how you want every member of your company to represent the culture.

It’s important to start off your customer service policy manual with this overarching information because it helps anchor your customer service strategy and gives your employees context about why certain policies exist.

2. Describe your target audience

Within a customer service policy statement, it’s important to describe your intended users in detail. It’s super important for your team to understand who you’re catering to and what their needs are. Include demographic information of your target markets such as age, gender, profession, and income, in addition to behavioral characteristics such as interest in environmental sustainability or outdoor sports. We promise this isn’t creepy. It’s a topnotch customer service manual example at its finest, folks.

3. Explain what customer service means for your company

How do you want your team to speak to your customers? Outline what kind of service you expect for each avenue. For instance, do you expect your employees to respond to email queries within 48 hours or 24 hours? How quickly should an employee approach a prospect in the store? What kinds of questions can an employee expect to field over on your social media accounts? These customer service training topics and questions are necessary for your team to understand so they can meet your company’s guidelines as well as your customers’ expectations.

4. Provide resources

Including links to additional resources that your team can consult is another way to set your people up for success. If you have more details on specific policies, for example, link to that in your customer service training plan sample. If your company has recently taken conflict resolution training, link to the training documents. Having these resources at their fingertips empowers employees to access the information they need to excel at their jobs.

5. Share and implement

Don’t keep it a secret! Broadcast that customer service training manual to everyone within your company—STAT! And not just those on your customer service team. Everyone needs a copy. This contributes to creating that company-wide culture that focuses on customer service and tells each employee how valuable good customer service is to your organization.

6. Ask for and accept feedback

Feedback is an opportunity for growth, right? Ask for it, consider it, and apply it where it makes sense. This goes for team members and customers. Input from both will continue to improve your customer service notes template. Front line employees have invaluable insight into how customers perceive your business. After all, they are the ones who interact with them every day. Ask them in your monthly team meetings about how the customer service manual is working out.

Good customer service is an opportunity to exceed your customers’ expectations.”

– John Jantsch, President of Duct Tape Marketing

Are you ready to implement a customer service training manual for your crew?

If you’re designing a company training program to help employees complete the steps in a task or process, whether remote or in an office setting, let’s get creative and provide different ways of explaining the same concept to cater to varied learning styles. We have the tools to help you achieve consistent and thorough customer service training with our free customer service manual. Or, if you’re interested in learning how Lessonly can help you improve your customer service training efforts, learn more with this quick preview

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