6DuckLearn Skills

customer service training guide

Generate a customer communication best practices guide for new hire training — with separate sections for happy, neutral, and dissatisfied customer interactions. Trigger when onboarding new support agents or refreshing team standards.

general Tags: curated, google-workspace, customer-service, templates, support

Attribution: Prepared by 6DuckLearn. Inspired by Google Workspace with Gemini Prompting Guide 101 (2025).

When to use this

You're a customer service manager or trainer putting together onboarding material for new support agents. You want a practical reference guide that covers the three main customer emotional states they'll encounter — happy, neutral, and dissatisfied — and gives them clear communication principles for each.

What you'll get

A structured best practices guide with three labelled sections — handling happy, neutral, and dissatisfied customers — each containing practical communication principles new team members can apply immediately.

Prompt template

Use this in Gemini in Docs:

Craft a list of customer communication best practices to train new team members. Outline three sections: handling happy, neutral, and dissatisfied customer inquiries.

Fill in the variables:

No strict variables — extend the prompt to customise:

  • Add your industry: "We are a [premium e-commerce brand / B2B SaaS company / healthcare provider] — tailor the language accordingly"
  • Specify depth: "Include 4–5 best practices per section"
  • Add format guidance: "Format as a bulleted list under each section heading, suitable for a printed one-pager"
  • Request examples: "For each best practice, include a one-line example of what to say vs what to avoid"

Customisation tips

  • Add your existing templates as context: paste your customer-communication-templates and phone-call-scripts above the prompt so Gemini references your actual language
  • Ask for a "what not to do" column alongside each best practice
  • Request a quiz at the end: "Add 5 multiple-choice questions to test new hires on these best practices"
  • Specify the audience level: "Write this for team members with no prior customer service experience"

Iteration suggestions

After Gemini responds:

  1. Link to your scripts and templates → embed references to phone-call-scripts and customer-communication-templates within the guide
  2. Build a scenario library → use damaged-goods-empathetic-response and resolution-alternatives-brainstorm as worked examples for the "dissatisfied" section
  3. Create an advanced version → once basics are covered, use faq-grounded-reply to train agents on policy-accurate responses

Related skills in this workflow

Step Skill What it does
1 damaged-goods-empathetic-response Empathetic reply to damaged product complaint
2 resolution-alternatives-brainstorm Brainstorm alternative resolution options
3 faq-grounded-reply Generate reply grounded in FAQ document
4 customer-communication-templates Build apology, confirmation, and thank-you templates
5 phone-call-scripts Standardised call opening and closure scripts
6 → You are here customer-service-training-guide Communication best practices for new hires

Related skills

  • customer communication templates — Build three reusable customer communication templates — apology email, order confirmation, and loyalty thank-you note — in a single Gemini prompt. Trigger when standardising your team's written customer communications.
  • damaged goods empathetic response — Draft an empathetic email response to a customer whose product arrived damaged — including acknowledgement of frustration and three resolution bullet points. Trigger when handling damaged goods complaints in Docs or Gmail.
  • faq grounded reply — Generate a customer reply in Gmail grounded in your @FAQ document, covering return policy and product certifications questions. Trigger when you need a fast, policy-accurate response to a specific customer query.
  • phone call scripts — Create standardised phone call scripts for customer service teams — covering call openings, greetings, and closures — with placeholders for personalisation. Trigger when setting up or refreshing your team's call language.
  • resolution alternatives brainstorm — Brainstorm 10 alternative resolutions to a customer complaint when the requested fix (e.g. expedited shipping) is not available. Trigger when you need creative options beyond your standard policy to de-escalate a frustrated customer.
  • gemini customer service templates — Handle customer complaints empathetically, build FAQ-grounded replies, create standardized service templates, and design phone scripts