How to Write About Customer Service Skills
Customer service is the lifeblood of an organization. To ensure the employees' service skills are adequate, many businesses spend money on customer service training and education. The materials used are often video-based and include role-playing; written material accompanies the training videos or role plays.
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Things You'll Need
- Good examples of customer service
- Bad examples of customer service
- Others to review written materials
Instructions
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Gather examples of excellent and poor customer service. The examples can be gathered from personal and third-person experiences.
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2
Review how the customer service was provided (e.g., by phone, in-person or online). Examine how the customer service was delivered as compared to how it should have been delivered. Compare features such as customer wait time, problem severity and type of product/service.
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3
Highlight the aspects of the customer service that made it excellent or poor. Avoid the use of acronyms or language that may be unfamiliar to the reader; always provide a clear definition of the term.
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Concisely document the specific behaviors the customer service person performed, what the customer service person should have done and how the reader can adjust his behavior to perform accordingly. Use proper English, grammar and spelling.
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5
Review the information for clarity, accuracy and completeness. Send the information to other customer service experts, those who are not familiar with customer service methodology and potential readers. Ask for their feedback to ensure the message sent by the writer was the message received by the reader and the tone of the information is not condescending but instructional.
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Tips & Warnings
The venues by which customer service is delivered may differ; however, there are some commonalities across the venues. For example, the customer service person must be polite and courteous whether in-person, via telephone or online.
Customer service skills are best acquired through action; practice, practice, practice. Do not let the written material stray off-subject from the role-playing or video materials.
