This is important for the customers as it is very important for the customer service agents and sales personnel. Any initial doubts about the product are sure to be wiped out from the mind of the customer. Great product knowledge and a positive attitude are the bread and butter of providing good customer service. Digital Marketing Services India — Why Word of Mouth Marketing Is So Incredibly Important. 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. 3. It goes much deeper than that. Agents can get to know more about products and services the brand offers through conventional and creative sources. And while this save them writing each response manually, the information might be inaccurate and outdated. Product knowledge will even help in raising the level of customer service currently provided by your company. Tell them that you will find out and revert or get a subject matter expert to respond. The biggest advantage of being well-versed in product features is that agents can provide high-quality assistance to customers. 2. 7. Although the facts and figures are important, it is necessary to widen the view. Great customer service builds and enhances the customer’s relationship with the company. For starters, good product knowledge increases the enthusiasm during the interaction; both for you and the customer as well. Knowing her products allowed Annie to do a few things: build trust, create value for the product or service, and ensure customer satisfaction. Enthusiasm is infectious – pass it on to your customer through product knowledge. For example, a supermarket employee should be able to direct a customer to any product that they are looking for. Customer support agents acquainted with all aspects of a company’s products and services can resolve issues swiftly and more effectively. They will lose trust. Importance of Listening in customer service. The agents’ responses become clearer, more concise, easier to understand, and better crafted. Good product knowledge can build customer relationships and create a lasting impression on customers. 4. 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. Churn decreases with more customer care. Never make the mistake of talking about more benefits than you need too. It instills faith, trust, and respect in the customer, which creates a positive customer experience. Customers will trust you more this way. Understanding your products' features allows you to present their benefits accurately and persuasively. 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. Mastering all of these provide your customer service staff with the necessary tools to ensure customer satisfaction. This passion is a positive reflection on the company as a whole allowing customers to trust the company with an investment. 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. 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. Customer service reports are written to track the quality of service or product. Go into as much detail as possible to demonstrate the depth of your customer service competencies by … In order to be a successful salesperson, you need to be confident in your product. Beyond product satisfaction or value, customer satisfaction reigns supreme in today’s landscape. Importance of Product Knowledge in Customer Service. – By applying previous knowledge or personal experience of a product or service Customers today are spoilt for choice. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. While friendliness and a helpful attitude are incredibly important in customer service, product knowledge is key to your customers. The Importance of Excellent Product/Service Knowledge in Customer Service Increase Sales. 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. 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. “There is a problem when you think there is a contradiction between sales and service, when they are inextricably linked. And one of the best ways to deliver a timely and high quality service is to use a customer service knowledge base. As brand representatives, inbound call centre or call centre outsourcing services agents and outbound sales representatives are armed with product or service knowledge. Walkthroughs One of the most prominent advantages of having thorough product knowledge in customer service is increasing sales. Chapter 7 importance of good product knowledge 1. 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. Wouldn’t you be more inclined to buy after hearing happy and passionate knowledge display? 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. Product knowledge is the most important tool for closing sales. It centralizes, stores and organizes information and is key to boosting customer satisifacation and improving service. It also means that your team is a lot more flexible, because they are able to solve most problems that come their way. – Attend training conducted by the internal sales teams Develop confidence in selling 3. Lookup influencers in the business space. Privacy Policy 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. Read their articles and features–find a quote or a short anecdote that demonstrates the importance of product knowledge. Great customer service can bolster all departments of your company and also help achieve their respective goals. For one, you want to know how your product will benefit the user. 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. 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. 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