Here is a generic template that you can use to outline and share a template using Scribe. You can learn more about Scribe 

and see how to duplicate and use this template 

Explain the overall goal of the manual and why it's important for customer service training. This is also a great place to upload a training or demo video. Like this one. 

Identify the intended audience for the manual (e.g., new customer service representatives, current customer service staff seeking to improve their skills, etc.).

Highlight the importance of good customer service and its impact on business success.

Explain how to identify and understand customer needs and wants, and how to tailor interactions to meet those needs.

Provide tips and strategies for effective communication with customers, including active listening and clear, concise language.

Give guidance on how to handle conflicts and complaints in a professional and effective mann

Understanding the products or services offered

Describe the products or services your organization offers and how to assist customers with product selection.

Outline how the product works by using Scribe to create step- by-step guides. Here's how. 

How to create step-by-step guides with Scribe

Scribe Co

We recommend adding a title and brief overview of the feature or service before inserting a Scribe. Like this:

This is a brief description. Below is a placeholder Scribe that you can replace with your own!

How to assist customers with product selection

Provide guidance on how to help customers select the products or services that best meet their needs.

How to handle product complaints or returns

Give instructions on how to handle complaints or returns in a way that satisfies the customer and adheres to company policies.

Identifying and addressing customer concerns

Explain how to identify and address customer concerns in a timely and effective manner.

Outline the steps to be taken when a customer's concern cannot be resolved at the initial level of contact. Add Scribes for any digital processes that support these procedures. 

Provide strategies for dealing with difficult customers in a professional and respectful manner.

 Describe the importance of professional appearance and attitude in customer service interactions.

Discuss the importance of teamwork and collaboration in providing excellent customer service.

Offer tips and strategies for managing time effectively in a customer service role.

Summarize the main points covered in the manual.

Provide a list of resources (e.g., books, websites, training courses) for individuals who wish to continue developing their customer service skills.

Key terms and definitions used in the manual

Define key terms and phrases used throughout the manual.

Include examples of common customer service scenarios and how to handle them.

Provide scripts for common customer interactions (e.g., answering the phone, handling a complaint).

Contact information for relevant departments or individuals:

 Include contact information for relevant departments or individuals (e.g. customer service manager, technical support).

** Please note that this is a basic template and you may need to add or remove sections based on your specific needs.

Customer Service Training Manual [Template]