Customer support and small business guides
Guides and templates for support teams, freelancers and small businesses. Free to read. Each one links to the matching kit.
Quality assurance and coaching
How to score calls fairly, keep evaluators consistent and coach agents well.
Call QA scorecard template for support teams
A call QA scorecard template for customer support: example criteria, weights, critical items, scoring and how to calibrate evaluators.
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How to run a call calibration session
A step-by-step guide to running a QA calibration session for support teams: how to pick calls, score separately, compare results and fix unclear criteria.
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How to run a coaching conversation with a support agent
A five-step structure for coaching customer support agents: how to open, name a strength, agree one improvement, practice it and follow up.
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Processes and onboarding for support teams
Write procedures people follow and give new hires a calm first 90 days.
Customer support SOP template
A simple customer support SOP template: the sections every SOP needs, a worked escalation example, and tips for writing procedures your team will actually follow.
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Customer support escalation process: how to write one
How to write a clear escalation process for a support team: when to escalate, who to escalate to, what a good handover note contains and how to follow up.
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Shift handover template for customer support teams
A simple shift handover template for support teams: open cases, known issues, promises made, and what the next shift needs to know.
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New-hire onboarding plan for customer support agents
A 30/60/90-day onboarding plan for new customer support agents: pre-boarding checklist, first two weeks, supervised live work, reviews and a buddy guide.
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Replies and AI for support leads
Wording that is ready to use, and prompts that save management time.
Customer support reply templates and examples
Customer support reply templates and examples: a simple reply structure, wording to prefer, and ready-to-edit samples for apologies, delays and refunds.
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AI prompts for customer support managers and team leads
Six copy-and-paste AI prompts for customer support managers and team leads: QA, coaching, SOPs, reports and replies, plus how to use AI safely at work.
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For freelancers and small businesses
Start every client relationship the same calm, professional way.
Free support team sampler
A scorecard excerpt, five reply templates, one SOP and one checklist, in one Word file.