Customer Service Training Videos: Build to Scale

Learning and Development Evangelist at Synthesia

Create engaging training videos in 160+ languages.

1 in 2 consumers who have a bad experience with customer service will cut their spend with a company. That leaves you trying to parse what happened out of churn data.

What it comes down to is service quality: how consistently your team meets customer expectations.

What is good customer service training?

Good customer service training helps agents build the skills needed to offer high-quality service. That requires the convergence of several factors: skills enablement, delivery timing, and reinforcement.

Skills enablement

Customer service skills can be categorized in many ways. I prefer to organize them around observable capabilities: how they interact with the customer, how they make decisions and how they use their knowledge and tools to make those decisions.

Interaction capability

This includes skills like active listening, empathy, conflict resolution and expectation setting. How you enable these skills depends heavily on the communication channel (e.g., chat, email, or phone).

Decision-making capability

This includes skills like correctly applying a policy, documenting a resolution, or choosing the right escalation path. Agents need to “own” the outcome for the customer or they risk over-escalating.

Operational capability

This includes skills like note-taking and digital fluency. Agents should be able to navigate their tools and systems efficiently.

Delivery timing

Customer service training should be ongoing. The timing of training delivery complements an employee’s lifecycle and the rhythm of the business.

Reinforcement

Effective training programs design for this reality by planning concise and focused reminders in the flow of work. That can range from reminders posted in messaging channels to quick practice opportunities.

Choosing the right training medium

For customer service training, there are trade-offs you have to accept. Timing is perhaps the most critical variable. You can’t afford a slow ramp time for new hires. Every agent needs the same information, at the same time, no matter where they’re located.

AI-video training

If you're looking for a medium that reduces trade-offs, I recommend considering AI video. AI video supports skills enablement, formal learning, and reinforcement. And it does so at scale.

See how Avetta, a global leader in supply chain risk management, trains its 150 support agents with AI-powered video.

How to create a customer service training video with AI

If you’re interested in learning how to create a training video in an AI platform like Synthesia, I’ll share more below using an onboarding use case.

Generate a first draft

The first way to draft is to go to our AI video generator where you can upload existing materials or enter a prompt.

Choose your avatar

Once you have a draft, the next step is choosing your avatar. Customize their appearance and voice to match your brand and audience.

Customize your scenes

Whether you want to add motion graphics or interactivity, ensure everything helps agents understand the process.

Localize your video

You can localize it into over 160 languages with a few clicks. Always include native speakers in your review process.

Publish your video

Decide where you'll publish your video and how you'll manage revisions. Organize your content so it's easy to find for your team.

How to measure if training videos are working

Measuring whether training is effective can be challenging. Common customer service metrics include :

AHT (Average Handle Time)
CSAT (Customer Satisfaction Score)
FCR (First Contact Resolution)
QA (Quality Assurance) adherence

Start by identifying a pilot group and control group, monitoring escalation rates and FCR for both groups.

Amy Vidor

Amy Vidor, PhD is a Learning & Development Evangelist at Synthesia, where she researches learning trends and helps organizations apply AI at scale.