How to Write a Customer Service Manual

How to Write a Customer Service Manual. Writing a customer service manual will help your employees conduct their jobs more easily and appropriately, without interfering or going against company policy in the process. It makes sense to have a professional write the manual, especially if you have no previous experience with writing official documents. But no matter who writes it and how formal or informal the manual is, there are several points that must be covered in order to make it useful and effective.

Read as many customer service manuals as you can get your hands onto. Many companies post their manuals online, or you can obtain one by calling the company's headquarters and requesting a copy. If you can't find one this way, simply request copies of customer service manuals from companies you have previously worked for.

Consult with a lawyer to make sure you include the right wording to protect the company and employees from potential liability based on possible responses. This is especially important if you have to write a customer service manual for a company that deals with services or products that may be potentially dangerous to buyers.

Include a list of words that employees are not allowed to say to callers. Most customer service departments consider sentences like "I promise" or "For sure" as big no-nos. This is because the words imply a guarantee and can actually turn into a serious problem if later on the company cannot comply with what the employee promised.

Organize the customer service manual into sections to make it easier for employees to find answers. The biggest and most important sections of a customer manual should include: company policies, topics off limits for representatives and detailed answers to the most common questions. Each company may need additional chapters to cover issues specifics to the services provided, plus special recommendations and warnings related to its products.

Include a vocabulary list if the company uses difficult terms that the employees may be required to explain to callers. The same is true of special policies that may require detailed explanations and may be confusing to both new workers and customers.


  • It may be easier to dictate the manual into a tape recorder and then have someone create a transcript for you, especially if you know the policies well but don't feel confident you can write the manual in a clear, straightforward manner.

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