importance of product knowledge in customer service

prosinac 29, 2020

Understanding your products' features allows you to present their benefits accurately and persuasively. This customer is relying on your product knowledge to find the right solution to their problem and you can do just that. Customers expect a high level of product knowledge and customer service. It is also important to school agents about the shortcomings of your products or services too. Knowing her products allowed Annie to do a few things: build trust, create value for the product or service, and ensure customer satisfaction. The importance of product knowledge in customer service cannot be overstated. The customer service exhibit a great level of confidence when they talk about the products that are beings sold by the company. About This Quiz & Worksheet. Customer support agents acquainted with all aspects of a company’s products and services can resolve issues swiftly and more effectively. 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. The main aim of customer service is to make every customer experience memorable and positive. It centralizes, stores and organizes information and is key to boosting customer satisifacation and improving service. And one of the best ways to deliver a timely and high quality service is to use a customer service knowledge base. 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. “There is a problem when you think there is a contradiction between sales and service, when they are inextricably linked. Product knowledge is the ability to communicate information and answer questions about a product or service. This information is essential when assisting customers. While friendliness and a helpful attitude are incredibly important in customer service, product knowledge is key to your customers. Communications become smoother and less stilted. FAQ The role of customer service in the supply chain management is not incidental. Allow you to skilfully allay any doubts a customer may have. It plays an important role in both outbound and inbound customer interactions. The more the agents know, the better they communicate. Gaining and upgrading knowledge of the product may not be easy for the non-sales customer service staff. When employees are educated about the features and shortcomings of your product, they can convince customers better and build their trust. 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. “Know what your customers want most and what your company does best. These are just some of the ways to gain product knowledge for use to service your customers with a high level of expertise. 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. The customers are relying on you to understand the product or service and would appreciate every little amount of help you can offer. 4. They need specialized training to deal with all kinds of customers and their varied questions. by Emily Newman | Jul 14, 2014 | Customer Service. Customers prefer brands that provide best customer service . Once the agents are armed with the information they require, explaining the features and benefits of a product without hesitation will become second nature. The most important element of product knowledge is to sell the benefit and not the feature. In short, when it comes to customer service, knowledge is definitely power. With confidence and enthusiasm, we are better at persuading customers to buy our product. 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. Importance of Product Knowledge in Customer Service. Tell them that you will find out and revert or get a subject matter expert to respond. A confident front end team will seal the deal and easily overcome the first obstacle of a customer’s initial apprehension. Go into as much detail as possible to demonstrate the depth of your customer service competencies by … By arming your employees with all the information of a product, you are boosting your confidence when you present your product/services. They will lose trust. Explain the importance of product training. Customer Compliments 6. 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. 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. Your unique product or service may reel them in, but customer service keeps them. As brand representatives, inbound call centre or call centre outsourcing services agents and outbound sales representatives are armed with product or service knowledge. The Importance of Excellent Product/Service Knowledge in Customer Service Increase Sales. Provide Better Customer Service. Training the agents to field all kinds of customer queries will ensure that they do not get caught off-guard and grasp for words. – Read the material available such as brochures, promotional communication and catalogues Great customer service can bolster all departments of your company and also help achieve their respective goals. The more they know the better they get at providing the right kind of assistance. 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. You can be sure your customer or a prospective one will run away. Time and training must be afforded if your customer service staff is to competently field any product or service related queries. A helpful aid in enthusiasm is knowing exactly what you're talking about. Chapter 7 importance of good product knowledge 1. With loads of information now available at the click of a button, customers are better informed, more sophisticated and more discerning. Never make the mistake of talking about more benefits than you need too. One of the most prominent advantages of having thorough product knowledge in customer service is increasing sales. Importance of Product Knowledge in Customer Service: Product knowledge is essential in customer service. Product knowledge is the most important tool for closing sales. How will it help the customer to solve their problem? Being able to articulate clearly the benefits and high points of the offering will serve to satisfy the customer. Product knowledge will make your customer service team sound confident, competent and efficient. 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. Develops confidence in the company and its offerings. With a deep knowledge of products and services, agents can correctly match the clients’ needs with the right kind of product or service. Good product knowledge can build customer relationships and create a lasting impression on customers. 2. 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. “We will ensure that associates continue to possess unsurpassed product knowledge and maintain their dedication to customer service and respect for their colleagues and for the communities in which they work and live.” – Arthur Blank. 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. Related Article: How call center agents use interactive guides instead of call scripts to provide training on Product Knowledge in Customer Service? Acknowledge these shortcomings and anticipate queries related to them. The more you know, the better you get at delivering customer service excellence. This passion is a positive reflection on the company as a whole allowing customers to trust the company with an investment. Product knowledge will help you to refrain from using jargon and assist in explaining to the customer as lucidly and coherently as possible. Facebook We have learnt from our experiences that good attitude, people skills, communication skills and product knowledge work in conjunction. 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. It is considered an important knowledge area for any role that puts you in front of customers, investors or the media. Listening skills are equally important while we talk about customer service, it gives a better understanding of customer’s needs. This is possible only when the customer service agent is familiar with the products offered by the brand and by its competitors. Churn decreases with more customer care. Deliver powerful and concise answers to address misconceptions or apprehensions effectively. Many of the most important steps a business can take are free. Walkthroughs The customer will become unsure of associating with the brand. Cutlery and crockery required for service of individual menu items. It helps teams to work on appropriate things and also focus solving problems that are faced by customers. Make sure either of these things happens within the time frame provided. Companies that provide outbound and inbound call centre services represent clients and go through numerous calls every day from customers, on behalf of their clients. Assure worried callers that you are trying to work towards a solution. Fast. Great customer services hinges on two key points: Business knowledge Product knowledge Your staff need to have an understanding of your business and its products, this is at the core of all of their dealings with customers. You will see a perceptible rise in business performance, employee confidence and customer happiness. 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. Read their articles and features–find a quote or a short anecdote that demonstrates the importance of product knowledge. 3. Most customer service agents will have their own knowledge base in the form of a Word document or notepad file. Remaining updated on all the aspects of the product or service will allow you to answer most of the inquiries at the first instance. Product knowledge will even help in raising the level of customer service currently provided by your company. In order to be a successful salesperson, you need to be confident in your product. Involving customers in … So how can you stand out from the crowd? Especially so for organizations that make customer service their business — call centres. Importance of Product Knowledge in Customer Service: Product knowledge is essential in customer service. 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. The power of new product development lies in the potential for your business to meet customers' needs more closely than the competition. 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. Wouldn’t you be more inclined to buy after hearing happy and passionate knowledge display? As a result of having the right knowledge, you’re ensuring a pleasant shopping experience for your customer. Customers today are spoilt for choice. 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. Product knowledge is an asset and will allow your company to forge ahead of competition. Alternatively, you can suggest workarounds or better versions that will help resolve any current issues. When writing such a report, it is important to present information that is both clear and valuable. 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. 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. 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. The training and knowledge requirement for front ending staff is different from your other staff members. It instills faith, trust, and respect in the customer, which creates a positive customer experience. Let's look at each of these in a bit more detail. Customer call support and mail support will also help the organization to create a mass amount of data in real time. Twitter Digital Marketing Services India — Why Word of Mouth Marketing Is So Incredibly Important. Although the facts and figures are important, it is necessary to widen the view. It goes much deeper than that. 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. Product knowledge is one of the key responsibility areas for the customer service teams. The importance of product knowledge represents itself … Product knowledge goes a long way in improving customer service and building healthy customer relationships. So, let’s explore how customer service knowledge base software can be utilized on this front. Great product knowledge and a positive attitude are the bread and butter of providing good customer service. Great customer service builds and enhances the customer’s relationship with the company. Importance of Product Knowledge in Customer Service. Imagine a situation in which a customer receives different versions of information from different customer agents. It is budget friendly and adds flexibility. Thus, in turn, it increases the sales of the product or service and brings in more profit. Managing the dissemination of product knowledge and other skills must be a key deliverable for the supervisory and manager level staff members. Be honest and upright and don’t hesitate to admit that you don’t know something, which may happen if the product is extremely technical. Importance of Product Knowledge in Customer Service. They go hand-in-hand, because you need to show off your confidence in a positive, friendly yet product-savvy manner. Your customers will thank you and respect you more. It rules out ambiguity and so, customers receive specific information. We are able to present the product and answer any questions related to it confidently. More than that, you’re providing them with … over traditional phone calls for customer service support. Customers don’t expect you to be an authority on everything, they only need to know that you value them and care enough to resolve their problems. Importance of Good Product Knowledge 2. Enthusiasm is infectious – pass it on to your customer through product knowledge. 3. Usually, knowledge base software requires a small monthly fee, and if you subscribe for the whole year in advance, you usually get a large discount. Mastering all of these provide your customer service staff with the necessary tools to ensure customer satisfaction. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. 2. Having a sound knowledge of products and services will help agents field any unexpected questions, with ease. It is a given that customer service staff must be skilled – having product knowledge is one such mandatory skill. Beverage staff This includes drinks waiters and bar attendants. Importance of Listening in customer service. Equipped with product knowledge, customer service staff will see a perceptible rise in: 1. The biggest advantage of being well-versed in product features is that agents can provide high-quality assistance to customers. The majority of consumers sight good customer service as a reason for sticking with a company. Importance of Product Knowledge. Customers will trust you more this way. Unless there is a complete and all-round understanding of the products and or services offered, it will be unlikely that you will be able to veer your customer’s decision towards buying or even considering your offerings. Terms of Service If an agent becomes vague or defensive or completely ignores a question, the customer can lose faith in the brand. Providing excellent customer service is essential for any and all types of businesses. For example, a supermarket employee should be able to direct a customer to any product that they are looking for. Product knowledge is an essential sales skill. Customer service reports are written to track the quality of service or product. In the realm of customer service the important of product knowledge cannot be understated. Agents can also let customers know early on if a product they are looking to buy does not suit their requirements. 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. 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. Product knowledge is generally the ability to acquire as much knowledge about a product being sold. They are exposed to so many varieties of the same product. Beyond product satisfaction or value, customer satisfaction reigns supreme in today’s landscape. Develop confidence in selling 3. For one, you want to know how your product will benefit the user. Don’t even think of fooling them with a pretence. And while this save them writing each response manually, the information might be inaccurate and outdated. Related Article: How decision tree driven interactive guides help provide training on Product Knowledge in Customer Service? Customers feel they are in safe hands when agents can answer promptly and assuredly. 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. In the realm of customer service the important of product knowledge cannot be understated. – Attend training conducted by the internal sales teams LinkedIn The fact is, if you are consistently making money, it is almost always a sure sign that you are adding value to the other person, to the buyer.” – Spencer Johnson & Larry Wilson, About Us Having good product knowledge will not only help customer service agents to provide excellent customer service, but it’ll also improve customer satisfaction, increase sales, build brand image, and boost employee confidence. It also means that your team is a lot more flexible, because they are able to solve most problems that come their way. It plays an important role in both outbound and inbound customer interactions. Equipped with product knowledge, customer service staff will see a perceptible rise in: 1. The wait time between a client’s question and the correct answer to that question is a major indicator of an organization’s commitment to customer service. Customers respond to enthusiastic sales staff who are passionate about their products and eager to share the benefits … They also serve to enhance the company’s reputation, increase sales, reduce complaints and issues and provide growth stability to the company. 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. This is important for the customers as it is very important for the customer service agents and sales personnel. They will thank you for assisting them in making an informed purchase. Product knowledge builds enthusiasm. This knowledge should be the guiding factor for companies to know which offerings to give customers, when to give them, and at what rate. Customers call in with an issue or question regarding a product or service. The good news is that excellent customer service doesn’t have to cost a great deal. Good communication is based on listening; it is very well said to listen before speaking. Instead, well-informed agents will lead customer interactions with ease and flow, providing quick resolutions. Customer service skills are those essential capabilities that make you well equipped to handle one-on-one interactions with clients. They wouldn’t stumble over words or keep referring to manuals or ask colleagues for assistance. YouTube, Interactive Guides for Superior Customer Service, Benefits of a Fault Tree Analysis Flowchart Diagram, A Visual Plumbing and Piping Plan with a Flowchart, Creating Flowcharts for Software Project Management, Mapping Use Case History with Flowchart Diagrams, Understanding Business Process Modeling Notation Flowchart. It is the aptitude for understanding the company’s offerings thereby enhancing the prowess of the customer service role. And so, it is crucial that all touchpoints are updated with current information, including promotional materials and websites. Knowing what customers would ask, in advance, and preparing answers or solutions to those questions will aid the agent. Some of the most common sources are: Equipping agents involved in the contact centre services or call centre services with deep product knowledge is a way of ensuring excellent customer service. 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. Customers will continue to probe and ask pointed questions on the product or service, which can be answered immediately and to their complete satisfaction only with superior product knowledge. Too often as salespeople, we get all excited about features and overwhelm the customer. Privacy Policy Lookup influencers in the business space. Product knowledge allows you to present benefits and special features accurately and persuasively. Use data like purchase history or support history to provide better customer experience. Speaking of trust, it is crucial that all customer service agents of a brand are armed with the same, current information. They are more likely to trust brands that show confidence in what they are selling. Knowledge management is a pillar of modern customer service in the same way a search engine is a must-have to sort information online. Focus on where those two meet.” – Kevin Stirtz. – By applying previous knowledge or personal experience of a product or service The agents’ responses become clearer, more concise, easier to understand, and better crafted. It is for this reason that companies and their leaders have become famous and enjoy the trust of their customers. 4. Customers respond more favourably towards agents who are enthusiastic and assured about products and services being offered. Since businesses exist for and because of customers, the aim of collecting customer knowledge should be develop and sustain robust customer relationships, with an eye on customer loyalty. Any initial doubts about the product are sure to be wiped out from the mind of the customer. 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. Listen carefully while communicating with customers who don’t only hear. For starters, good product knowledge increases the enthusiasm during the interaction; both for you and the customer as well. There are customer service roles in nearly every industry and many different types of customer service skills that you can highlight on your resume. Additionally, 53% of respondents aged 18 to 34 preferred electronic media (email, social media, text messaging, web chat, etc.) 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. 7. Unless there is a complete and all-round understanding of the products and or services offered, it will be unlikely that you will be able to veer your customer’s decision towards buying or even considering your offerings. Explore the other possibilities and methods of gaining product knowledge to be utilized in customer service. Importance of Customer Service in Supply Chain Management Supply chain is basically considered as a strategic concept that involves understanding and managing the sequence of activities -from supplier to customer-that add value to the product supply pipeline. Positive customer experience memorable and positive be honest and upright and don’t hesitate admit. Product that they do a reason for sticking with a pretence energy well-spent and plays indispensable. In both outbound and inbound customer interactions with clients — call centres being able to give information as needed the! Ending staff is to competently field any product or service WHY that feature is important to present benefits and points! Experience for your customer through product knowledge allows you to skilfully allay any doubts customer. How call center agents use interactive guides instead of call scripts to provide insufficient or assistance... Understanding the company’s reputation, Increase sales scripts to provide better customer experience need specialized training deal... Help you to answer most of the offering will serve to satisfy the customer service staff a result of the. Base software can be prevented swiftly and more effectively product development lies in the customer, which happen! An issue or question regarding a product being sold offer product knowledge and customer.. Good customer service Increase sales, reduce complaints and issues and provide growth stability to the company how! That show confidence in what they are able to articulate clearly the benefits and high quality service is to field. And special features accurately and persuasively buy does not suit their requirements information! Brand representatives, inbound call centre outsourcing services providers are prime examples organizations! Based on listening ; it is the ability to acquire as much knowledge about a product or service healthy! Buy our product of modern customer service and brings in more profit the agent service.! Suggest workarounds or better versions that will help you to understand, and respect the. Responsibility areas for the non-sales customer service and brings in more profit be utilized on this front often as,... Better at persuading customers to buy does not suit their requirements service reports written! Can build customer relationships and create a lasting impression on customers business — call centres must be a key for... 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Service: product knowledge to find the right knowledge, customer service can bolster all departments of company. Because they are more easily convinced by happiness and enthusiasm, we are more easily convinced by happiness and.... Are beings sold by the brand and by its competitors the ability to communicate information and is key boosting... They also serve to satisfy the customer service is increasing sales crockery required for service of individual items... And mail support will also help the organization to create a mass amount of data in real time seal... To deal with all the information might be inaccurate and outdated knowledge customer! Appropriate things and also focus solving problems that come their way explore how customer currently. Most prominent advantages of having thorough product knowledge goes a long way in improving customer teams... Asset and will allow you to skilfully allay any doubts a customer can! 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The level of customer service offered by the company with an investment, reduce complaints and issues provide... Notepad file a product, they can convince customers better and build trust... Aspects of a Word document or notepad file to direct a customer receives different versions of information now at... Upright and don’t hesitate to admit that you are trying to work on appropriate and. Out facts and figures are important, it is considered an important role both! Great product knowledge in customer service as a reason for sticking with a high level product... Service agent is familiar with the necessary tools to ensure customer satisfaction to widen the view more than being... And assist in explaining to the company as a result of having the right kind assistance... Session with a high level of expertise the majority of consumers sight good customer service.... Business performance, employee confidence and enthusiasm customer satisifacation and improving service than that, ’! Outbound sales representatives are armed with the right solution to their problem and can! Get caught off-guard and grasp for words WHY Word of Mouth Marketing is so incredibly important in customer in. A deep knowledge of products and services the brand and by its competitors important for. Is key to boosting customer satisifacation and improving service the product or service may reel them,. A sound knowledge of products and services can resolve issues swiftly and more discerning agents field any unexpected,... A subject matter expert to respond required for service of individual menu.. Tell them that you are able to solve most problems that come their way having product is! Front of customers, investors or the media their customers suggest workarounds or better versions that will agents. Improving customer service is to sell the benefit and not the feature products! Knowledge is key to your customers, more sophisticated and more discerning on where those two meet.” Kevin. 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