How To Write a Customer Service Manual

Putting the dos and don’ts in a customer service manual is essential to keep a harmonious relationship between customers and service staff, not to mention between service staff and the admin. Some of the mistakes made by the staff are caused by lack of guidance and training. Others apply to their present job what they have learned from previous jobs, which can be inappropriate. Customer service manuals are a big help to prevent any misunderstandings and assumptions from happening. Moreover, companies who are strict on rules about customer service can implement them easily by giving the staff customer service manuals.

If you are assigned to write or at least partake in the creation of a customer service manual, here are some of the tips that you will find useful:

  • Read samples of customer service manual. Examples are good teachers. Do not forget to take notice of the layout and the content. Service manuals are usually boring. And you must know that boredom affects the learning process of an individual. Try to adapt some of the samples that you think can capture the reader’s interest for him or her to understand easily the content.
  • Make a rough draft on what the content should be. The content of a service manual should consist of the goals, standards, customer greeting, proper way of selling, manner of answering questions about products or services being rendered, as well as dealing with returns, handling comments or complaints, answering product or service inquiries and getting help when the staff cannot answer the customer’s demands.
  • Get the admin’s approval on the content and layout. Make sure you discuss how the manual should look like and what its contents are. The admin can make inputs based on experiences. Moreover, discussing this with the admin can prevent problems and complications in the future.
  • Seek the advice of a lawyer. Lawyers can easily see and patch up loopholes in your manual. It is better to have a lawyer check on your instructions, rules and standards, especially about returns and complaints, to ensure you have the correct wording to protect the company from potential liability.
  • Specify which words or phrases the staff should not say. In some companies, words that guarantee something like “For sure” or “I promise” must not be spoken to the customers because the company may not be able to comply with the staff’s assurance.
  • Include a glossary or footnotes in the manual. There are words or phrases that can be too formal or too deep to be understood by the staff. It will be easy for them to comprehend the content if there are footnotes for further reference and explanations, and glossary for definitions of terms.

It is better to write in a clear and concise manner. When it comes to instructions, readers want to be told in a straightforward manner the dos and don’ts. Put yourself in the shoes of the reader. Do you understand what you have constructed? If you do not, then consider revising your work.


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