How to Create a Customer Service Training Manual

I’m in the process of creating a training manual for a family-owned business called Glockstore. I’ve researched the business and looked through their reviews on Facebook and they could use some help in creating more consistent and courteous customer service, according to many of their customers.

First step, I researched Glockstore and took a look at their website and social media reviews. Many customers left one-star reviews and they all pertained to poor customer service.

Then, I put together a step-by-step manual on how to improve customer service. Choose a few of the reviews and turn it into a case study and provide examples of solutions. Having a written down, easy to follow guide creates more consistency in your team and they’ll know what the business expects from them.

I drew inspiration from Disney theme parks and how they always have top-of-the-line customer service even when their guests are irrational. Disney has achieved this consistency by following a well-tested training manual.

I’ve made a similar training manual for a swim school that I work for. You can find it under the “Portfolio” page.

Without further ado, here is a draft of my customer service guide for Glockstore.