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Customer Service Training Manual

The training manual provides guidance on key customer service skills. It discusses [1] the importance of customer service in protecting customers and employees, [2] problem-solving skills to prevent losing customers, and [3] duties including professionalism when dealing with difficult customers. Tactics are outlined for remaining calm and empathetic with challenging customers. The importance of communication skills like speaking clearly on phone and writing concisely in emails is covered. Effective teamwork requires common vision, complementary skills and bonding. Self-care including time management, rest, and stress reduction is also addressed.

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Ermiyas Tariku
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3K views

Customer Service Training Manual

The training manual provides guidance on key customer service skills. It discusses [1] the importance of customer service in protecting customers and employees, [2] problem-solving skills to prevent losing customers, and [3] duties including professionalism when dealing with difficult customers. Tactics are outlined for remaining calm and empathetic with challenging customers. The importance of communication skills like speaking clearly on phone and writing concisely in emails is covered. Effective teamwork requires common vision, complementary skills and bonding. Self-care including time management, rest, and stress reduction is also addressed.

Uploaded by

Ermiyas Tariku
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Customer ServiceTraining Manual

Be the Best You Can Be


The Importance of Customer
Service
Customer service is crucial to a company. The business
depends on its customers to keep the doors open and
our employees employed. The number one reason
company’s lose customers is due to one bad experience
with a customer service worker. We take pride in
protecting our customers as well as our employees.
Overview
Problem-solving is a crucial skill so we don’t lose
customers due to failure to solve their problem. Why is customer service crucial?

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Customer Service
Duties
Professionalism in Difficult Situations, Dealing with
Challenging Customers, Dealing with Diverse Customers

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Customer Service Dos and Don’ts
Protecting yourself with the right mindset and attitude can help alleviate difficult customers. Below are
some tactics you can use to defuse the situation.

DO DON’T
• Show empathy and say “I’m sorry” • Get angry yourself
• Remain calm and objective • Tell the customer to ‘calm down’
• Encourage the customer by saying “tell me what • Interrupt the customer
happened”
• Involve the customer
• Provide clear solutions
• Exceed the customer’s expectations
• Assure the customer you will make sure to prevent
future similar situations from occurring

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Customer
Service
Skillsets
Telephone, E-communications, and Teamwork

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TelephoneSkillsets
Verbal Communication
• Speak at a proper rate of speed and volume, with a
tone that conveys commitment and competency
• Be inclusive of the customer by asking permission
before transferring or putting them on hold
• Thank the customer for their patience, apologize for
delays, and assure them a solution is on the way

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E-Communications
E-mail, corporate websites, social media postings, etc.

• Writing must be brief, clear, concise, and convey


important detail with a cordial tone
• Use a template where possible
• Pause or take a break and come back to double check
messages for errors
• Use the Internet as a valuable tool to research and
develop your career

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Teamwork
Effective teamwork

• Three primary components: common vision,


complementary skills, and bonding
• Diversity of skills and perspectives
• Forming, storming, norming
• Help resolve team conflicts and problems

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Time, Stress, and
Work Management
Self-care
• Collaborate with employers to ensure proper steps
for time management and productivity
• Rest, rest, rest! A rest period every 90 minutes can
keep workers at maximum efficiency
• Don’t allow negative emotions affect your well-being
• Create time for relaxation and other activities

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ThankYou

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