Customer Service

Training Manual
By: Crystal Frazier
Table of Contents
I. Customer Service Overview......................................................................p.1
Meaning of Customer Service Qualifications

II. General Customer Service Policies .........................................................p.1

Customer Interactions Decision Making Power
Teamwork
Dealing with Challenging Customers Dealing with Diverse Customers

III. Customer Service Self Care .......................................................................p.2

Take Care of Yourself
Self-Care on the Job

IV. Resources for Career Development...........................................................p.3

Professional Development
I. Customer Service Overview
The Meaning of Customer Service
Providing timely, attentive, upbeat service to a customer and making sure their needs are met
in a manner that reflects on the company.
Qualifications
i. Customer service representatives interact with customers on behalf of an
organization
ii. They provide information about products and services
iii. Take orders, respond to customer complaints and process returns

II. General Customer Service Policies

Customer Interactions
i. Maintain a friendly tone of voice
ii. Consistent eye contract
iii. An open face expression and positive body language all contributes to a
good customer interaction
Decision Making Power
i. Our employees take the first step in making decisions
ii. Collect all information & identify all alternatives
iii. Make the decision and evaluate the impact of that decision
iv. Make sure every customer is satisfied when exiting the building
Teamwork
Working well to create an affective team may be one of the most challenging
aspects at a workplace.
i. Embrace diversity of thought and demonstrate inclusive behavior, ensure
actions that are free from discrimination or harassment.
ii. Act responsibly in safeguarding company information and asserts, ensure
actions that are free from conflict of interest, sustain a safe, alcohol and
drug free work environment.

Dealing with Challenging Customers

 i. Resolve service problems, try to exceed your customer’s expectations to
the extent possible.
ii. Try to return your customer to a reasonable state of satisfaction and be
sure to provide a follow up to ensure that a customer remains satisfied.

Dealing with Diverse Customers

Do not assume your listeners understand your explanation of an issue. To
communicate with a non-native English speaker.
i. Keep messages brief
ii. If it seems your listener misunderstood a word or phrase, try rephrasing it
one or two other ways.
iii. Use short bits of information and confirm understanding before you go on
iv. Adjust forms of verbal and nonverbal communication
v. Try to approach all interactions with a foremost desire to satisfy a
customer
vi. Setting aside any of your own opinions of how things should be done

III. Customer Service Self Care

Take care of yourself
i. Your personal well-being is important.
ii. Your supervisor and teammates may help you to extent that ensures you perform
your job well.
Self-Care on the Job
i. Employees need to collaborate with their supervisors to ensure they take the
proper steps for time management and productivity
ii. Creating time for relaxation and other activities can help a person rejuvenate and
keep a healthy perspective on work and life
iii. Dealing with demanding customers service challenges is to protect yourself with
the proper mindset and attitude
iv. Remain focused, alert, understanding, caring, unemotional and patient

IV. Resources for Career Development

Professional Development
i. When preparing for a job interviews and performance evaluations, expect
questions and draft out your responses in advance
 ii. Do not be afraid to admit when you do not know the answer to a question.
iii. Offer to find the answer and get back to the asker as soon as possible
iv. Always dress appropriately, projecting a cool, clean out professional image dress
up or down as the circumstance dictates.