Customer support staff turns over 2-3x higher than overall employee turnover. So how can you do your due diligence when it comes to keeping your support staff employed and productive?
Documenting your customer support onboarding and training procedures in a customer service training manual can help new hires learn their jobs faster and do their jobs better.
Download this template and customize it with your company's training processes, employee resources, and product information so that new support hires can start helping your customers succeed.
A customer service training manual is a document that outlines all the practices and policies of your company's customer service. It also includes tips on how to handle specific types of situations, like complaints or product returns. A comprehensive customer service training manual will ensure that everyone in your organization has access to the same information and can work with consistency across different teams.
The first step taken towards creating a training manual that works is to define your objectives. The next steps are identifying your audience, selecting the right tools for the job and developing materials to support those objectives. After these have been completed, it's time to get feedback on your training manual from subject matter experts.
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A service manual is a document that should include basic information about your business, its history, and its products and services. It also includes a list of other contacts in the company that employees can direct customers to if they are unable to address concerns on their own.
A customer service training program is an important part of any business. It will help your employees to do their best and make sure they know how to serve customers the way you want them to be served. To create a customer service training program start by creating a training timeline and onboarding which includes tech setup guide, 100 day goal, feedback and review, escalation framework, product FAQ, and resources for success.