Product Knowledge, The Important Thing Of Quality Service

January 14, 2010

qcHave you experienced frustration due to be served by Customer Service who not controlled products sold? They can’t explain about the product and give you unsatisfactory response? Hmm…it cause those customer service not understand about their product knowledge. Service to the customer and the sales process like a coin with two sides that can not be separated. To increase sales must to improve the quality of service, and to improve the quality of service must understand about product knowledge and sales process.

To become a successful Customer Service Representative, then one of those must-have skills are: Knowledge of the Product.

We must know first whether we have to understand all aspects of the product or service will we sell. Does this include how the product works, application, installation and price options. True, in short, knowledge about the product to a customer service officer means the ability to answer almost any question from customer about the product.

Quality Service Requires  Product Knowledge
The higher knowledge about your product, the easier you to  provide quality service.  Suppose you create a bicycle. You are planning a bike, then make it, prepare a marketing plan and set of service policies. Once you have worked hard preparing for 6 months, then you meet with a group of customers to discuss the bike. Can you imagine when the questions put to you and you can not answer it? While you have been equipped with such a detailed knowledge of your work, which is a bike (where your knowledge is of planning to sell), for you can provide quality services, certainly would be very easy. This is the kind of knowledge that is needed by every customer service representatives.

The ways to develop product knowledge
Since most of the customer service representatives do not create their own company’s products and services, it must find another way to be able to have knowledge of their products.

Here are some ideas that can help you in this task, among others:

Training: Ideally, your company will offer training on the product. Which your responsibility is to run the training and benefited as much as possible. Training on product knowledge are generally provided to the new employees come in, but because the reality is always just a change or development of product features or benefits, it would require periodic training for all employees to ensure a correct understanding and up-date too.

Brochures and other Literature: It is the additional material, usually arranged to allow customers to be familiar with the product being offered, and usually highlight the advantages possessed by the products, product applications are also described in this material.

Parts or other work units: In particular, there are experts on the products in your company. These people usually work in the production, engineering, sales, customer service, or other working groups.

Benchmarking: Learning the features and benefits the company’s products or competitors through research and direct observation in the field to be a comparison or evaluation materials for the products or your company services.

Reading: There is no substitute for reading about your products and services. Find the company library, file drawers of information, technical reference materials, annual reports, and other sources. Then practice / use the material you are looking for it.

Remember, that the responsibility to have a broad knowledge of the product is in yours. Consistent effort to keep information about your products and services is the key to your ability to provide quality services, and it will increase your value as a customer service officer.

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