How to Write a Training Video Script in 6 Easy Steps
In this post we'll be breaking down everything you need to know about writing a training video script.
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Dear managers, CEOs, instructional designers, and L&D specialists, hear me out:
Customer service training videos are a necessary evil. 👿
Nobody really wants to create them, but most know that they can be a powerful tool to train customer service agents.
The good news is that you don't have to spend thousands of dollars on custom training videos, or resort to generic YouTube videos!
With the help of AI, you can easily create engaging and personalized customer service training videos with human presenters. All without using cameras, microphones, or editing software. Still necessary, but a little less evil. 😈
Sounds too good to be true? Keep reading to find out if it is. 😉
Or watch this short video tutorial:
4 reasons why you should use videos for customer service training
There are many different ways to train customer service reps, but one common method is to use customer service videos. These videos can be used to teach reps the essential skills they need to provide excellent customer service.
They can also be used to reinforce these skills and help customer service reps stay up-to-date on best customer service practices.
Reason #1: Video can be interactive
Video content can be used as a tool to assess employee understanding. After watching a training video, employees can complete a quiz or test to gauge their comprehension of the material. This can help managers identify any areas that need further clarification.
Reason #2: Video makes complex ideas easy to understand
Customer service videos can be extremely effective in teaching complex ideas to employees. By breaking down the information into manageable bite-sized chunks, training videos make it easy for employees to understand information and put it into practice.
Reason #3: Video is more engaging
Unlike a lecture or a dry training manual, a video can actually hold people's attention and keep them interested in what they're watching. And when employees are more engaged, they're more likely to absorb the information being presented.
Reason #4: Videos lead by example
Videos can be an effective way to model great customer service behavior. By showing your employees how you want them to interact with customers, you can give them a concrete example to follow. This can be particularly helpful for new hires who may not have a lot of customer experience.
Problem: Customer service training videos can be expensive to produce 💸
Many companies choose to produce customer service training videos in-house. However, this can be a costly endeavor, as it requires the use of professional equipment and editing software.
Besides, it can be difficult to find employees who are both willing and able to appear on camera.
As a result, many businesses opt to outsource the production of their customer service training video. While the quality of the videos will likely be top-notch, the cost associated with that can be difficult to justify: a 2-minute video can cost around $2,000.
If only there was a better way... 🤔
Solution: Create customer service videos using AI 🤖
By using AI to generate customer service videos, businesses can save time and money while still delivering high-quality content.
One such tool we will be discussing today is Synthesia.
Synthesia is a web-based application that allows you to create your own video with a realistic AI presenter and an AI voiceover by simply typing in text.
Here's how 👇
Step #1: Create a video script
Think of the customer service training topics you want to tackle with videos. Pick one, and write a video script with highly-relevant content.
Focusing on one topic per video allows employees to fully absorb the information and put it into practice. Trying to cover too much ground in a single video can be overwhelming and lead to confusion.
We have a detailed guide on how to write a training video script you can check out.
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Step #2: Choose a video template
If you're not a professional video editor or don't have time to design your own videos, video templates are a great option. There are many different types of templates available, so you can find one that fits your needs.
Synthesia has a special category dedicated to templates for training videos only.
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Step #3: Paste your script and choose a voice
Now it's time to combine the first two steps by pasting in your video script slide by slide into the template in Synthesia.
The script will be converted into an AI voiceover, so you don't have to record a separate voiceover yourself.
If you have customer service teams dispersed all over the world, you can create videos for them in their native language in Synthesia. We support 120+ languages with different accents and tones.
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Step #4: Edit and personalize
Whether you're making a video from scratch or using a template, this step is equally important.
Changing up the colors, logos, and fonts to fit your brand, and inserting relevant examples, images, videos, and audio helps make the video more relatable and targeted to specific customer service training topics.
Here are a few types of visuals you can add to your video in Synthesia:
- a human-like AI presenter
- text on screen
- stock or own images, photos, videos
- screen recordings
- shapes, shadows, borders
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Step #5: Generate video
Aaaand that's it!
Time to show your customer service team the finished result!
Once you have generated the video, you can download it, share it via link or embed it.
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2 examples of customer service training courses
Looking for some inspiration for your next training video?
Here are 2 examples of videos you should create to train customer service professionals. Both examples can be duplicated in Synthesia and personalized according to the exact customer service skills you want to teach.
1. Difficult customer service scenarios
Help your team practice conversations with difficult customers using this Articulate Storyline branching course.
Here's a snippet of the introduction slide:
2. Customer testimonials
Good service starts with active listening and better understanding of the customers' needs. This Articulate 360 course is designed to teach just that through the testimonials of the customers.
Here's a snippet of the introduction slide:
Exceptional customer service is just a video away
Synthesia is a great tool for creating customer support training videos. Our platform makes it easy to create personalized videos in minutes, without the need for expensive video production or editing software.
Plus, with our AI-powered technology, you can produce high-quality videos quickly and easily – even if you have no video experience.
Ready to see how easy it is? Head over to synthesia.io and create your own customer support training video today!
About the author
Strategic Advisor
Kevin Alster
Kevin Alster heads up the learning team at Synthesia. He is focused on building Synthesia Academy and helping people figure out how to use generative AI videos in enterprise. His journey in the tech industry is driven by a decade-long experience in the education sector and various roles where he uses emerging technology to augment communication and creativity through video. He has been developing enterprise and branded learning solutions in organizations such as General Assembly, The School of The New York Times, and Sotheby's Institute of Art.
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faq
Frequently asked questions
What are the 4 key skills you need to provide good customer service?
To provide good customer service, there are four key skills that are essential:
- Communication Skills: Good communication skills are essential for effective customer service. This includes being able to actively listen to customers, understanding their needs and concerns, and responding in a clear, concise, and friendly manner.
- Empathy: Empathy involves putting oneself in the customer's shoes and understanding their perspective. This helps to build trust and rapport with the customer, and can help to de-escalate tense situations.
- Problem-Solving Skills: Customers may come to customer service with a wide range of issues and problems, so good problem-solving skills are essential. This involves being able to analyze the problem, identify potential solutions, and then work with the customer to implement the best solution.
- Time Management Skills: Providing good customer service often requires multitasking and managing competing priorities. Good time management skills are essential to ensure that customers are not left waiting for an unreasonable amount of time, while also ensuring that all tasks are completed efficiently and effectively.
What should customer service training include?
The full scope of a customer service training program depends highly on the individual company/business.
However, there are a few things customer service training typically includes:
- an overview of customer service policies, procedures, and expectations
- role-playing exercises, so employees can practice handling challenging customer interactions
- a review of the company's complaint resolution process to ensure that employees know how to handle customer complaints in a satisfactory manner
- customer service videos that show both good customer service and poor customer service interactions to help employees understand what works well and what to avoid
