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Make sure either of these things happens within the time frame provided. – By applying previous knowledge or personal experience of a product or service If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. Walkthroughs Understanding your products' features allows you to present their benefits accurately and persuasively. Enthusiasm is infectious – pass it on to your customer through product knowledge. 2. The customer will become unsure of associating with the brand. by Emily Newman | Jul 14, 2014 | Customer Service. Product knowledge brings assurance to the tone and manner of the agent. Customer call support and mail support will also help the organization to create a mass amount of data in real time. Knowing what customers would ask, in advance, and preparing answers or solutions to those questions will aid the agent. By having a deep understanding of products and services offered by your organization, the interactions between you and your customer will be much more interesting and productive as you make your recommendations. Knowledge management is a pillar of modern customer service in the same way a search engine is a must-have to sort information online. The importance of product knowledge represents itself … For example, an organization may offer product knowledge training for executive management, sales, marketing and customer service roles. Product knowledge will even help in raising the level of customer service currently provided by your company. Product knowledge is an essential sales skill. For example, a supermarket employee should be able to direct a customer to any product that they are looking for. Gaining and upgrading knowledge of the product may not be easy for the non-sales customer service staff. Gaining product knowledge is time and energy well-spent and plays an indispensable role in making the customer service staff great at what they do. Encourage employees to learn more about your products and services to deliver exceptional customer experiences. The more you know, the better you get at delivering customer service excellence. Product knowledge is an asset and will allow your company to forge ahead of competition. Communication abilities – when you understand a subject and have an in-depth knowledge of it, you will be able to convey that knowledge to anyone. Importance of Empathy in Customer Service ... should utilize their empathetic skills to understand exactly what upsets customers when they call their customer service center and use that knowledge to their advantage. The more the agents know, the better they communicate. Instead, well-informed agents will lead customer interactions with ease and flow, providing quick resolutions. Beyond product satisfaction or value, customer satisfaction reigns supreme in today’s landscape. Superlative customer service comes from the staff that has a positive attitude, empathetic outlook and politeness all strengthened by knowing exactly what their company does and has to offer. The biggest advantage of being well-versed in product features is that agents can provide high-quality assistance to customers. Software company, Wufoo, uses a technique called support driven development (SDD), where the firm’s engineers help with customer support tickets for a few hours, every two weeks. 6. With loads of information now available at the click of a button, customers are better informed, more sophisticated and more discerning. This is important for the customers as it is very important for the customer service agents and sales personnel. The last thing you want to do is to provide insufficient or ineffective assistance, when it can be prevented. A customer wants to know WHY that feature is important to them. “Know what your customers want most and what your company does best. This information is essential when assisting customers. Thus, in turn, it increases the sales of the product or service and brings in more profit. 4. Customers expect a high level of product knowledge and customer service. Read their articles and features–find a quote or a short anecdote that demonstrates the importance of product knowledge. The customer service exhibit a great level of confidence when they talk about the products that are beings sold by the company. In the realm of customer service the important of product knowledge cannot be understated. Too often as salespeople, we get all excited about features and overwhelm the customer. It is an important component of delivering high-quality customer service, as having more knowledge allows employees to meet customer needs to a greater extent. Involving customers in … With a deep knowledge of products and services, agents can correctly match the clients’ needs with the right kind of product or service. Product knowledge allows you to present benefits and special features accurately and persuasively. Develops confidence in the company and its offerings. Wouldn’t you be more inclined to buy after hearing happy and passionate knowledge display? Most customer service agents will have their own knowledge base in the form of a Word document or notepad file. Product knowledge builds enthusiasm. Importance of Good Product Knowledge 2. Managing the dissemination of product knowledge and other skills must be a key deliverable for the supervisory and manager level staff members. over traditional phone calls for customer service support. Importance of Product Knowledge in Customer Service: Product knowledge is essential in customer service. 3. For starters, good product knowledge increases the enthusiasm during the interaction; both for you and the customer as well. Imagine a situation in which a customer receives different versions of information from different customer agents. It is budget friendly and adds flexibility. – Looking up information available on various media on the products or service offered. Importance of Product Knowledge in Customer Service. Assure worried callers that you are trying to work towards a solution. It goes much deeper than that. Alternatively, you can suggest workarounds or better versions that will help resolve any current issues. Providing excellent customer service is essential for any and all types of businesses. Good product knowledge can build customer relationships and create a lasting impression on customers. Go into as much detail as possible to demonstrate the depth of your customer service competencies by … Customer service training programmes that prime these agents, lay a great deal of stress on in-depth product knowledge, among other things like soft skills, hard skills and more. Customer service skills are those essential capabilities that make you well equipped to handle one-on-one interactions with clients. Although the facts and figures are important, it is necessary to widen the view. When you know well the offering of your company, it would be effortless to present the features as being immensely vital and useful to the customer. Provide Better Customer Service. When you know – what the product does or can’t do, its USP, its competency as compared to a competitors offering, benefits gained by other customers by using your product or service and the advantages for the customer’s business – you would be displaying product knowledge. There are customer service roles in nearly every industry and many different types of customer service skills that you can highlight on your resume. So how can you stand out from the crowd? Offering information on products that would be more suitable for the customers’ particular requirements, or suggesting add-ons, or pointing out the advantages of the model you are selling, or presenting a different product that would serve the needs of the customer, or putting up a deal by way of free installation or delivery charges will ensure that the customer gets impressed. They will lose trust. It plays an important role in both outbound and inbound customer interactions. The agents’ responses become clearer, more concise, easier to understand, and better crafted. Product knowledge is one of the key responsibility areas for the customer service teams. Churn decreases with more customer care. Their conviction in the company’s offering will be reflected when they interact with the customer leading to higher possibility of a sale and customer satisfaction. Displaying lack of knowledge just makes the customer feel that the company as a whole is incompetent and he or she is dealing with blockheads. It helps teams to work on appropriate things and also focus solving problems that are faced by customers. In the realm of customer service the important of product knowledge cannot be understated. Inbound call centre services or call centre outsourcing services providers are prime examples of organizations that give utmost importance to product knowledge. Privacy Policy These are just some of the ways to gain product knowledge for use to service your customers with a high level of expertise. Importance of Product Knowledge in Customer Service. It plays an important role in both outbound and inbound customer interactions. Once the agents are armed with the information they require, explaining the features and benefits of a product without hesitation will become second nature. And one of the best ways to deliver a timely and high quality service is to use a customer service knowledge base. The power of new product development lies in the potential for your business to meet customers' needs more closely than the competition. Use data like purchase history or support history to provide better customer experience. Irrespective of language command and the kind of customer, the passion and enthusiasm for the offering would be apparent and serve to influence the person listening. A helpful aid in enthusiasm is knowing exactly what you're talking about. Status, Referral And so, it is crucial that all touchpoints are updated with current information, including promotional materials and websites. In order to be a successful salesperson, you need to be confident in your product. Product knowledge is the ability to communicate information and answer questions about a product or service. 4. Being able to articulate clearly the benefits and high points of the offering will serve to satisfy the customer. Customers call in with an issue or question regarding a product or service. The majority of consumers sight good customer service as a reason for sticking with a company. It instills faith, trust, and respect in the customer, which creates a positive customer experience. It is for this reason that companies and their leaders have become famous and enjoy the trust of their customers. Knowing all there is to know about the offerings of the company will make it easier to recommend it the customer and also provide customized solutions based on their needs. Product knowledge will make your customer service team sound confident, competent and efficient. You will see a perceptible rise in business performance, employee confidence and customer happiness. They wouldn’t stumble over words or keep referring to manuals or ask colleagues for assistance. Having a sound knowledge of products and services will help agents field any unexpected questions, with ease. And while this save them writing each response manually, the information might be inaccurate and outdated. When representatives know their stuff, they’ll be able to outline all the key features and highlight the advantages of purchasing a particular product or service. Digital Marketing Services India — Why Word of Mouth Marketing Is So Incredibly Important. Product and service knowledge is an important skill for employees to have across all industries, especially for those dealing with customers on a day-to-day basis. Related Article: How call center agents use interactive guides instead of call scripts to provide training on Product Knowledge in Customer Service? Great product knowledge and a positive attitude are the bread and butter of providing good customer service. Never make the mistake of talking about more benefits than you need too. A confident front end team will seal the deal and easily overcome the first obstacle of a customer’s initial apprehension. Customer support agents acquainted with all aspects of a company’s products and services can resolve issues swiftly and more effectively. We would go as far as saying that all employees must have a basic understanding of their company’s product or service but the customer service team along with the other front end teams must have thorough product knowledge. It is also important to school agents about the shortcomings of your products or services too. While friendliness and a helpful attitude are incredibly important in customer service, product knowledge is key to your customers. Customers are happier to interact with staff that is passionate and eager to divulge details about the products or services and how these will benefit the business of the customer. Importance of Product Knowledge in Customer Service, RPA-powered Contact Centre | Outsourcing | OMS | Customer Support, How to Call Centre Services In Australia Become Revenue Generators For Businesses, How Smart Technology is Transforming the Contact Centre, Contact Centre Outsourcing Sydney Helping Small And Medium Businesses To Manage The Holiday Rush, Weekend and Holiday Support – Why Companies Opt For Customer Service Solutions Sydney, Customer Support Solutions Melbourne Offers the Right Mix Of Automation and Personal Help In Live Chat, Tech Support With Customer Support Solutions — Crucial to Overall User Experience. When it comes down to it, a company’s thorough knowledge of its own products has the ability to make or break customer relationships, both individually and organisationally. We are able to present the product and answer any questions related to it confidently. Twitter Time and training must be afforded if your customer service staff is to competently field any product or service related queries. They go hand-in-hand, because you need to show off your confidence in a positive, friendly yet product-savvy manner. Another aspect is that when the agents know more about products or services, they can explain features and benefits in a more simpler and lucid way to the customers. Explain the importance of product training. Customers today are spoilt for choice. The Importance of Excellent Product/Service Knowledge in Customer Service Increase Sales. Product knowledge is generally the ability to acquire as much knowledge about a product being sold. If an agent becomes vague or defensive or completely ignores a question, the customer can lose faith in the brand. Customers are now smarter than before and will easily see through the sham of trying to fake knowledge and will not hesitate to tell you so. Cutlery and crockery required for service of individual menu items. Your customers will thank you and respect you more. This passion is a positive reflection on the company as a whole allowing customers to trust the company with an investment. Great customer service builds and enhances the customer’s relationship with the company. Acknowledge these shortcomings and anticipate queries related to them. By in-depth knowledge, we mean knowing all aspects of products or services being offered such as features and functions as well as their benefits and detriments. For one, you want to know how your product will benefit the user. By arming your employees with all the information of a product, you are boosting your confidence when you present your product/services. 2. – Attend training conducted by the internal sales teams It also means that your team is a lot more flexible, because they are able to solve most problems that come their way. Many of the most important steps a business can take are free. Communications become smoother and less stilted. When writing such a report, it is important to present information that is both clear and valuable. FAQ A company that is knowledgeable of both changing market conditions and the evolving nature of its own products gives customers a sense of trustworthiness and competence. Focus on where those two meet.” – Kevin Stirtz. Being each product training session with a story or a quote that emphasizes the importance of knowing your product thoroughly. Importance of Listening in customer service. Great customer service can bolster all departments of your company and also help achieve their respective goals. These may be just the very basics of product knowledge, but go a long way in engaging a customer long enough to get them interested in your product or service. 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