How do I prepare best training material for Customer Service training and Problem handling skills?

Preparing material that delivers a deep knowledge of product and services details ,skills and the attitude needed for customer service rep is one of the most important things.

while on the other hand gaining best possible knowledge of the needs of the customer is also one of the most important aspects.

understanding the value of true customer loyalty ways to  deliver and maintain the best possible customer experience.

valuing the customers complaints if a key to problem handling and troubleshooting. including problem solving techniques like diffusing strategies and avoiding customer hot buttons and such techniques in the material that give a detailed knowledge of handling such situations.

the list of the steps and points for this material is very lengthy and needs detailed explanation . 

A simulation of the different frequent customer problem situations is one of the best way to train for customer service and problem solving as it practically puts the representative in situations and gives them a better experience of stress and real life experience of he actual situation that might occur during the job.