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CUST105: Final Project: Customer Service Training Manual


Hiring the right people and training them properly are the most effective ways to ensure the success of your organization. In this section, you will learn how to develop guidelines for the hiring and training process, while later sections in this chapter discuss how to use those guidelines to design a position and hire and train the best person to fill it.The ways people are hired and trained constitute their first impressions of the organization, and will contribute to how they feel about it over the long term, and to how good a job they do.
Developing guidelines will make you think about your plan and philosophy for the organization. Your hiring and training guidelines should reflect what you want the organization to be.Having a clear set of guidelines to follow simply makes the hiring and training processes – which are often time-consuming and difficult – much easier and less stressful for all concerned. It’s important to have clear guidelines to show founders, potential employees, the community, etc. Developing guidelines accomplishes two purposes: it shows you’ve done your homework, and that you’re a serious organization; and it protects you in case of an accusation of discrimination or a lawsuit by a rejected applicant.Life is full of surprises, not all of them pleasant. The better prepared you are, the fewer surprises you’ll encounter, and the easier your life and that of your organization will be. Staff hiring and training are two of the easier things in life to prepare for.Most important, good hiring guidelines make it more likely that you’ll be able to find and hire the right person for the job; and good orientation and training guidelines will help her do the job as well as she can, and enjoy it more as well.ob descriptions and selection criteria help organizations and job applicants understand what is expected from a person in a specific position, and help to determine whether an applicant is a good fit for that position. This section provides a guide for preparing job descriptions and selection criteria that accurately reflect what your organization needs in a position and that will attract the right person to fill itThey give potential job applicants a sense of whether they should apply for the job. The clearer you can be about the requirements, duties, and responsibilities of the job and what kind of person you’re looking for, and the better you can represent these in your advertising for the job, the less time you’ll have to spend reading applications from inappropriate candidates.
The act of developing job descriptions and selection criteria forces you to clarify your thinking about the position, the kind of person you want for it, and the organization itself. Organizations often have to include job descriptions in proposals for new programs or positions. Sometimes, the act of composing the job description changes the whole course of the proposal, as people realize that they can use a position in ways they hadn’t considered, or that what they had originally conceived was, in fact, unworkable. A job description can sometimes serve to define a whole program.Having a clear job description and selection criteria will help you write the copy to advertise the position, and will make the interviewers’ task easier as well. If interviewers have a clear understanding of the tasks of the position, they can be much clearer about how to find out whether an interviewee can perform those tasks.Most important, a clear job description and selection criteria make it more likely that you’ll hire the best person for the job. If you know exactly the person you’re looking for, and have a distinct picture of what you want her to do, you’re much more likely to find her than if you’re simply hoping someone good will turn up.The way you conduct an interview for a position is important and takes thought and preparation. The interview will most likely be the applicant’s first in-person exposure to your organization and often sets the tone for what the job itself will be like. Preparing well for the interview will also increase your chances of getting the information you need to make the right hiring choices. This section discusses how to prepare for the interviewing process, conduct an interview, and follow up with candidates afterwards.The same people should screen every application (i.e. all members of a hiring committee should read all applications), conduct the interviews, and make the hiring decision. This is philosophically consistent with the ideals of most grassroots and community-based organizations, and makes for a cleaner process.All interviewers must be present for all interviews if they’re going to participate in the hiring decision.All interviews should be face-to-face. If this isn’t possible for some legitimate reason, then at least the first interview should be. You can learn a great deal more about someone from her physical presence than simply from her voice on a phone. If a second series of interviews must be held by phone, it is best that all interviewers have actually met the applicants first For starters, a good training program is just that – an actual program, which looks at training as not just a one-time event. What makes a training program different from an orientation program is that it covers a much broader area.Orientation is an introduction to the organization, the job, the target population, and the community. Even if it goes on through the first few months of employment, it is only an introduction, meant to get a staff member used to her new job.Training is directly related to the skills, knowledge, and strategies necessary to do a particular job. It can include teaching staff members new skills, exposing them to unfamiliar ideas, giving them the chance to practice and get feedback on particular techniques or styles of working with people, or simply encouraging them to discuss their work with one another. And it can, and should, be ongoing throughout a staff member’s employment.


Customer Service Worker need to understand their customers, by listening, empathize and take control of the problem. Most customer simply want polite and helpful service. A good customer service worker should be able to work with customer as partners in a quick, smooth and satisfactory completion. Some customer need attention to satisfy their particular needs, customer may need explanations on how a product or service works, replacement of a product and return or cancellation of a product or service. A good customer service worker take ownership of customer issues until the problem is resolved.

There are certain practices that create most favorable impression with customers and help ensure their need have been meet: 1. Give customer your full attention 2. Deal with one customer at a time 3. Handle their complaint efficiently and effectively 4. Know your customer 5. Respect them 6. Make them feel important.

Customer Service Workers should have verbal and nonverbal tactics, which are important. They should
have effective customer communication. Learn to use short words for best understanding and adjust there speaking volume to a level that seems effective for each customer. When explaining important or difficult information speak slower than your normal speed. Customer Service Workers must be aware when speaking, don’t use body language because it relay much information about your attitude to a customer. Always be confident, smile with a calm face, and maintain appropriate eye contact to encourage customer while they are speaking.

When dealing with difficult customer you should remain calm and reasonable no matter how upset they might be. Protect yourself with the proper mind set and attitude, you can’t control how a customer reacts to a given problem, but you can control how you respond. Stay focused, alert, caring and patient. Provide clear options and steps to a resolution, assure customer you will advise management of the problem to prevent this from happening again.

When handling Customer Service through the telephone, It’s important to remember as you speak with a customer, you are trying to decrease customer anxiety and dissatisfaction. Here are some tactic that can be used: Your tone of voice should be friendly with warmth and concern. Speak clearly with a normal tone, use short words and sentences as not to overwhelmed the frustrated customer. If a transfer has to take place, explain to the customer why you are doing this, then ask for there permission to do the transfer. When the transfer has taken, place explain to the customer that you have updated the manager with all information, make the introduction, then thank the customer for waiting and apologized for any excessive delay.

To become a Customer Service Worker leader you should: 1. Be passionate 2. Be a smart team player 3. Be concise, get to the point 4. Be fearless 5. Be solid, and be confident.
To become a successful Customer Service worker you must be a good coach, you should provide supportive suggestions. You have to empower your team, express interest in your worker well-being, get to know them. And most of all be a good listener and communicator. Always have a clear vision.


What is the role of a customer service worker?
— Customer service worker or CSW answers questions and solves problems. Customer service workers are there to interact with customers, clients, and everybody else on behalf of the company. Therefore, CSWs greatly affect the customer’s impression on the company. As a customer service worker, one must do his/her role effectively and efficiently to ensure customer satisfaction. How to do that exactly? One must have the following skillset: Communication skills, problem-solving skills, and of course, customer-service skills.

● Communication Skills
A customer service worker must be an active listener and effective communicator. These help in assessing the situation and responding properly to customer’s need and questions. CSW must be comfortable and confident in communicating in all forms of media whether it is telephone calls, emails, live chats or personally. He/she must communicate clearly at all times.
● Problem-solving Skills
Customers turn to a customer service representative for assistance mostly because they have issues they want to be resolved right away. That is when problem-solving skills come to action. A custimer service worker must be reliable in analyzing the problem, researching for answers, and implementing solutions.
● Customer-service Skills
What set customer service workers apart from others are their ability to provide their customers’ need in a friendly, calm, and professional manner. Not everyone can do that, especially not all people are the same. We are living in a world with very diverse culture, languages, backgrounds and personalities and being able to handle customers’ differences is quite a challenge. So, CSW must be patient, polite, sympathetic, and understanding at all times even at times when you don’t feel like it.

What should a CSW do when customer-service problems arise?
— Most problems can be resolved by using basic tactics:
● Listen to your customers complain with concern
● Take ownership of the problem conveying that you are competent enough to resolve the situation
● Ask for the customer’s cooperation to resolve the problem to create a teamwork attitude between the both of you.
● Sincerely apologize to lessen the customer’s agitation.
● Don’t argue with the customer.
● Don’t make up excuses.
● Don’t turn the blame to the customer.
● Provide solution that is equal to the customer’s loss.

How to deal with different customers?
– As I said earlier, people have different personalities. The challenge lies on how a customer service worker will deal with different kinds of customers. The following are the do’s and don’ts in customer service.

● Whatever happens, don’t be angry. Even if your customer shouts at you or curse at you, try to remain calm. Fear not, there’s a way for that to be possible. That is by not taking things personally. Have a calm detachment attidude and you’ll be just fine.
● Don’t tell your customers to calm down, it will just make them more agitated.
● Don’t interupt the customers, let them vent their anger.
● Always show sympathy and concern.
● Provide a solution.
● Exceed the customer’s expectation.

Because of the advancement in technology, customer services are now done in all kinds of medias, therefore CSW must be effective in whatever media usage.

In telephonic services wherein just mere telephones are used, CSW must:
● Speak at a proper rate of
speed and volume, with a tone that conveys commitment and competency.
● Ask for the customer’s permission first before holding the call.
● When there’s a need to transfer the call, inform the customer first and make sure to explain all the customer’s information and concern to the new service representative.

On the other hand, when sending a message using email, the following mist be considered:
● Make your message clear, precise, brief and professional.
● Make a template to save time.
● Always make sure to double check the documents for typos and misinformation.

On the workplace, professional relationships are important. Try to create positive relationship with your co-workers. Remember, teamwork also plays in customer service jobs and it is nice when you know that you and your workmates work together harmonously on a single goal. Also remember to take care of yourself. Don’t forget to take proper rest, vent the stress instead of keeping it in, and relax. Work is important but you are much more important, always remember that.

Also, don’t be afraid to learn and to grow. Establish your career by having experiences and traings. Even though, high-school diploma is all that is needed in any customer sevice jobs, it is still nice to gain certain knowledge and education. There are lots of free resources now online that offers free courses and certifications that you can take advantage of. Also, improve your image by setting up a LinkedIn account or include your professional information in your Facebook account so your experiences and background are reflected. It can also help you gain professional networks that can be helpful in the future.

Above all these, find the passion in customer service. Without it, you’ll give it real soon. Best of luck in your career.


Customer service involves working with a large range of customers. They all have different needs and different attitudes to go with it. There are several examples of customer service jobs like

Call-center representatives, salesperson, child care provider, security guard, a telemarketer and a lot of others. Your primary duty is to listen to and respond to customer’s needs and concerns. You will typically work in a contact center outfitted with a computer, telephone and headsets or a retail store customer service both. You are required to have an high school diploma for a customer service position. Your key skillsets for an effective customer service worker are * Problem solving and customer service. The reason most companies lose customers is because of the bad service from just one employee, that’s all it takes it to get a bad report for a loyal customer or customer to make it bad on your business. You have to give your customers your full attention if you want to increase favorable impressions and satisfaction. Giving customers effectiveness can exceed their expectations and talk about benefits rather than features of a product.
You have to have empathy, it helps your customers to feel you are on their side. Customer loyalty by creating favorable impressions and customer satisfaction. Customers prefer polite and helpful service. Treat your customer as a partner, and work together to find a solution. Customer service duties are to identify solutions to a particular issue or problem, clearly explain options for resolutions for the problems then recommend and implement solutions. You must understand your customers needs as well as your company’s services and products, and be knowledgeable about the options you can offer to resolve your customer’s problems. Never be vague about possible solutions so you aren’t held accountable. You can connect with customers both verbally and non-verbally. Verbal communication you may be understood and non-verbal may make your attitude understood. Just speak clearly and simply to explain yourself. Always smile warmly and use friendly open gestures. You may have some problems that my be difficult like an urgent order has not been received on time or a customer was given false assurance or promises. If the customer have a problem with something they ordered, apologize for the delay and initiate an immediate search for the late delivery, sometimes customers don’t seem to be upset but might still be unsatisfied and could take their business somewhere else. You have to apologize for a customer’s agitation and demonstrate your commitment.
A good strategy for resolving a customer’s problem includes a solution that provides a remedy equal to the customer’s loss. Customers like to be involved in the problem-solving process.
If you are confronted by a challenging customer assume a mindset protecting yourself from absorbing negative emotions. Let the customer vent and complain to you why they’re angry but don’t let them think they can boss you around. Saying “I’m sorry this upsets you …Let’s see how we can fix it” is a good phrase to use when they are upset. You should avoid interrupting a customer when they are telling you about their problem. Defending yourself against personal attacks and telling your customer to calm down. Just show empathy for customer’s problems and let them know you care and remain objective and don’t take any insults personally.
When speaking on a telephone, it is a good idea is to speak with a normal volume and rate of speech, use especially since there are no visual cues available to support, meaning customers do get frustrated by the menu process and long wait of a voice menu system. If you have to put a customer on hold, let them know the reason you are putting them on hold. Electronic communication is considered the best because you will have a paper trail that is held in archives for years. When you e-mail messages make sure they are short and convey information concise and completely.
Teamwork requires a coordinated effort to make it work well, members with nearly identical skills and backgrounds work better together. Three components of effective teamwork are common vision, complementary skills, and interpersonal bond. Typical evolution of team interaction is forming, storming, and norming. The most valuable team member is a person who tries to help everyone to do their best.
Customer service workers are likely need is the ability to communicate across multiple cultures, ability to handle a diversity of customers from different backgrounds and the ability to work on networked teams in decentralized settings, and the ability to handle all issues. Providing supportive suggestions along with criticism is a tactic that is most effective in the workplace. You have to be passionate, curiosity and team smarts to be essential for top success. You will be dealing with customers around the world through online media and service centers. When you are interviewed for a customer service position, you should not feel rushed to answer a questions. It is ok to pause, think and then answer. Dress to project enthusiasm in the workplace because it’s contagious and may motivate others you work with. The skills that are important in our company are communication, social skills, interpersonal skills, and problem solving. I can’t say it enough being patient and respectful will help you in the long run. I hope you will contribute to the growth of our company. I hope by working here will be an excellent experience of life and career.
Good Luck