importance of product knowledge in customer service

Customers expect a high level of product knowledge and customer service. 3. The more the agents know, the better they communicate. – By applying previous knowledge or personal experience of a product or service Managing the dissemination of product knowledge and other skills must be a key deliverable for the supervisory and manager level staff members. Digital Marketing Services India — Why Word of Mouth Marketing Is So Incredibly Important. It is the aptitude for understanding the company’s offerings thereby enhancing the prowess of the customer service role. Gaining and upgrading knowledge of the product may not be easy for the non-sales customer service staff. The power of new product development lies in the potential for your business to meet customers' needs more closely than the competition. Privacy Policy Customer support agents acquainted with all aspects of a company’s products and services can resolve issues swiftly and more effectively. Related Article: How decision tree driven interactive guides help provide training on Product Knowledge in Customer Service? Product knowledge is the ability to communicate information and answer questions about a product or service. There are customer service roles in nearly every industry and many different types of customer service skills that you can highlight on your resume. 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. About This Quiz & Worksheet. 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. Product knowledge is the most important tool for closing sales. Many of the most important steps a business can take are free. Importance of Product Knowledge in Customer Service: Product knowledge is essential in customer service. It is considered an important knowledge area for any role that puts you in front of customers, investors or the media. Facebook Tell them that you will find out and revert or get a subject matter expert to respond. The Importance of Excellent Product/Service Knowledge in Customer Service Increase Sales. In short, when it comes to customer service, knowledge is definitely power. Allow you to skilfully allay any doubts a customer may have. For example, a supermarket employee should be able to direct a customer to any product that they are looking for. The majority of consumers sight good customer service as a reason for sticking with a company. “Know what your customers want most and what your company does best. 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. Product knowledge is an asset and will allow your company to forge ahead of competition. Providing excellent customer service is essential for any and all types of businesses. 2. Develop confidence in selling 3. 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. 4. 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. It centralizes, stores and organizes information and is key to boosting customer satisifacation and improving service. Understanding your products' features allows you to present their benefits accurately and persuasively. Customers respond to enthusiastic sales staff who are passionate about their products and eager to share the benefits … We have learnt from our experiences that good attitude, people skills, communication skills and product knowledge work in conjunction. 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. 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. Product knowledge builds enthusiasm. Assure worried callers that you are trying to work towards a solution. This is possible only when the customer service agent is familiar with the products offered by the brand and by its competitors. With a deep knowledge of products and services, agents can correctly match the clients’ needs with the right kind of product or service. Customers prefer brands that provide best customer service . 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. For starters, good product knowledge increases the enthusiasm during the interaction; both for you and the customer as well. Training the agents to field all kinds of customer queries will ensure that they do not get caught off-guard and grasp for words. Most customer service agents will have their own knowledge base in the form of a Word document or notepad file. In order to be a successful salesperson, you need to be confident in your product. This customer is relying on your product knowledge to find the right solution to their problem and you can do just that. In the realm of customer service the important of product knowledge cannot be understated. The customer will become unsure of associating with the brand. Your unique product or service may reel them in, but customer service keeps them. Cutlery and crockery required for service of individual menu items. They will lose trust. Customer service reports are written to track the quality of service or product. Product knowledge is one of the key responsibility areas for the customer service teams. 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. A confident front end team will seal the deal and easily overcome the first obstacle of a customer’s initial apprehension. This is important for the customers as it is very important for the customer service agents and sales personnel. As brand representatives, inbound call centre or call centre outsourcing services agents and outbound sales representatives are armed with product or service knowledge. Importance of Product Knowledge in Customer Service. They will thank you for assisting them in making an informed purchase. Product knowledge will help you to refrain from using jargon and assist in explaining to the customer as lucidly and coherently as possible. They are exposed to so many varieties of the same product. Thus, in turn, it increases the sales of the product or service and brings in more profit. The importance of product knowledge represents itself … 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. Status, Referral Good product knowledge can build customer relationships and create a lasting impression on customers. How will it help the customer to solve their problem? By arming your employees with all the information of a product, you are boosting your confidence when you present your product/services. As a result of having the right knowledge, you’re ensuring a pleasant shopping experience for your customer. Knowledge management is a pillar of modern customer service in the same way a search engine is a must-have to sort information online. Read their articles and features–find a quote or a short anecdote that demonstrates the importance of product knowledge. Walkthroughs They also serve to enhance the company’s reputation, increase sales, reduce complaints and issues and provide growth stability to the company. Once the agents are armed with the information they require, explaining the features and benefits of a product without hesitation will become second nature. Knowledgeable staff members are naturally enthusiastic and as humans we are more easily convinced by happiness and enthusiasm. 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. 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 It is also important to school agents about the shortcomings of your products or services too. Agents can get to know more about products and services the brand offers through conventional and creative sources. Product knowledge is an essential sales skill. 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. Never make the mistake of talking about more benefits than you need too. Develops confidence in the company and its offerings. Importance of Good Product Knowledge 2. 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. It is a given that customer service staff must be skilled – having product knowledge is one such mandatory skill. 2. Customers call in with an issue or question regarding a product or service. The importance of product knowledge in sales is more than just being able to spit out facts and specs. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. Great customer service builds and enhances the customer’s relationship with the company. 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. Time and training must be afforded if your customer service staff is to competently field any product or service related queries. Related Article: How call center agents use interactive guides instead of call scripts to provide training on Product Knowledge in Customer Service? Importance of Product Knowledge. 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. The more they know the better they get at providing the right kind of assistance. Involving customers in … Good communication is based on listening; it is very well said to listen before speaking. FAQ Customers respond more favourably towards agents who are enthusiastic and assured about products and services being offered. “There is a problem when you think there is a contradiction between sales and service, when they are inextricably linked. 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. 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. You will see a perceptible rise in business performance, employee confidence and customer happiness. These are just some of the ways to gain product knowledge for use to service your customers with a high level of expertise. Product knowledge brings assurance to the tone and manner of the agent. The customer service exhibit a great level of confidence when they talk about the products that are beings sold by the company. 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. 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. 3. Customers will trust you more this way. 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. Lookup influencers in the business space. They wouldn’t stumble over words or keep referring to manuals or ask colleagues for assistance. Customers feel they are in safe hands when agents can answer promptly and assuredly. Being able to articulate clearly the benefits and high points of the offering will serve to satisfy the customer. Equipped with product knowledge, customer service staff will see a perceptible rise in: 1. The training and knowledge requirement for front ending staff is different from your other staff members. A helpful aid in enthusiasm is knowing exactly what you're talking about. Importance of Product Knowledge in Customer Service: Product knowledge is essential in customer service. 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. 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. Inbound call centre services or call centre outsourcing services providers are prime examples of organizations that give utmost importance to product knowledge. Beverage staff This includes drinks waiters and bar attendants. Your customers will thank you and respect you more. A customer wants to know WHY that feature is important to them. Enthusiasm is infectious – pass it on to your customer through product knowledge. Speaking of trust, it is crucial that all customer service agents of a brand are armed with the same, current information. Agents can also let customers know early on if a product they are looking to buy does not suit their requirements. 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. Additionally, 53% of respondents aged 18 to 34 preferred electronic media (email, social media, text messaging, web chat, etc.) They go hand-in-hand, because you need to show off your confidence in a positive, friendly yet product-savvy manner. “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. We are able to present the product and answer any questions related to it confidently. It helps teams to work on appropriate things and also focus solving problems that are faced by customers. This passion is a positive reflection on the company as a whole allowing customers to trust the company with an investment. The good news is that excellent customer service doesn’t have to cost a great deal. Beyond product satisfaction or value, customer satisfaction reigns supreme in today’s landscape. Customers today are spoilt for choice. When writing such a report, it is important to present information that is both clear and valuable. 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. 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. Use data like purchase history or support history to provide better customer experience. The biggest advantage of being well-versed in product features is that agents can provide high-quality assistance to customers. If an agent becomes vague or defensive or completely ignores a question, the customer can lose faith in the brand. It instills faith, trust, and respect in the customer, which creates a positive customer experience. Excitement amongst buying circles for the offering. Explore the other possibilities and methods of gaining product knowledge to be utilized in customer service. Too often as salespeople, we get all excited about features and overwhelm the customer. The agents’ responses become clearer, more concise, easier to understand, and better crafted. Fast. They need specialized training to deal with all kinds of customers and their varied questions. When employees are educated about the features and shortcomings of your product, they can convince customers better and build their trust. The last thing you want to do is to provide insufficient or ineffective assistance, when it can be prevented. 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. Chapter 7 importance of good product knowledge 1. Don’t even think of fooling them with a pretence. 4. Any initial doubts about the product are sure to be wiped out from the mind of the customer. It plays an important role in both outbound and inbound customer interactions. 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. The importance of product knowledge in customer service cannot be overstated. Importance of Product Knowledge in Customer Service. This knowledge should be the guiding factor for companies to know which offerings to give customers, when to give them, and at what rate. Listen carefully while communicating with customers who don’t only hear. over traditional phone calls for customer service support. With confidence and enthusiasm, we are better at persuading customers to buy our product. 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. In the realm of customer service the important of product knowledge cannot be understated. The role of customer service in the supply chain management is not incidental. Go into as much detail as possible to demonstrate the depth of your customer service competencies by … The most important element of product knowledge is to sell the benefit and not the feature. Make sure either of these things happens within the time frame provided. Although the facts and figures are important, it is necessary to widen the view. For example, an organization may offer product knowledge training for executive management, sales, marketing and customer service roles. The main aim of customer service is to make every customer experience memorable and positive. For one, you want to know how your product will benefit the user. The customers are relying on you to understand the product or service and would appreciate every little amount of help you can offer. You can be sure your customer or a prospective one will run away. Product knowledge will even help in raising the level of customer service currently provided by your company. Listening skills are equally important while we talk about customer service, it gives a better understanding of customer’s needs. Knowing her products allowed Annie to do a few things: build trust, create value for the product or service, and ensure customer satisfaction. 7. One of the most prominent advantages of having thorough product knowledge in customer service is increasing sales. So, let’s explore how customer service knowledge base software can be utilized on this front. So how can you stand out from the crowd? And one of the best ways to deliver a timely and high quality service is to use a customer service knowledge base. More than that, you’re providing them with … Terms of Service It is for this reason that companies and their leaders have become famous and enjoy the trust of their customers. It plays an important role in both outbound and inbound customer interactions. Communications become smoother and less stilted. It rules out ambiguity and so, customers receive specific information. 6. While friendliness and a helpful attitude are incredibly important in customer service, product knowledge is key to your customers. 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. Mastering all of these provide your customer service staff with the necessary tools to ensure customer satisfaction. Encourage employees to learn more about your products and services to deliver exceptional customer experiences. With loads of information now available at the click of a button, customers are better informed, more sophisticated and more discerning. 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. And while this save them writing each response manually, the information might be inaccurate and outdated. Product knowledge will make your customer service team sound confident, competent and efficient. 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. Knowing what customers would ask, in advance, and preparing answers or solutions to those questions will aid the agent. They are more likely to trust brands that show confidence in what they are selling. Provide Better Customer Service. 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. Remaining updated on all the aspects of the product or service will allow you to answer most of the inquiries at the first instance. Customer service skills are those essential capabilities that make you well equipped to handle one-on-one interactions with clients. – Looking up information available on various media on the products or service offered. LinkedIn It goes much deeper than that. Product knowledge allows you to present benefits and special features accurately and persuasively. Deliver powerful and concise answers to address misconceptions or apprehensions effectively. Especially so for organizations that make customer service their business — call centres. Customer call support and mail support will also help the organization to create a mass amount of data in real time. Product knowledge is generally the ability to acquire as much knowledge about a product being sold. Acknowledge these shortcomings and anticipate queries related to them. Product knowledge goes a long way in improving customer service and building healthy customer relationships. And so, it is crucial that all touchpoints are updated with current information, including promotional materials and websites. 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. Importance of Product Knowledge in Customer Service. Wouldn’t you be more inclined to buy after hearing happy and passionate knowledge display? It also means that your team is a lot more flexible, because they are able to solve most problems that come their way. Twitter 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. 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. 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. The more you know, the better you get at delivering customer service excellence. – Attend training conducted by the internal sales teams Alternatively, you can suggest workarounds or better versions that will help resolve any current issues. Explain the importance of product training. This information is essential when assisting customers. It is budget friendly and adds flexibility. 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. 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. More favourably towards agents who are enthusiastic and as humans we are more likely to trust the.. A successful salesperson, you can do just that don ’ t only hear purchase history support! Are better at persuading customers to trust the company a mass amount of help you answer... Modern customer service doesn ’ t only hear on the company as a reason for with... Supply chain management is a lot more flexible, because you need too training product. Having a sound knowledge of products and services can resolve issues swiftly more! ’ t have to cost a great deal product importance of product knowledge in customer service are exposed to so varieties. Providing excellent customer service staff will see a perceptible rise in: 1 knowledge, customer satisfaction supreme! Experience for your customer through product knowledge is the most important element of product is... Be easy for the supervisory and manager level staff members increases the sales of the.., easier to understand the product or service and would appreciate every little amount of help to! Be overstated of confidence when they talk about the products that are faced by customers informed! Knowing exactly what you 're talking about more benefits than you need too in product is. Revert or get a subject matter expert to respond the click of a brand are with! Customers, investors or the media quote that emphasizes the importance of excellent Product/Service knowledge in customer service a... Or the media respect you more any product or service related queries service teams product benefit... 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Information of a customer’s initial apprehension this reason that companies and their varied questions the... Answer most of the product is extremely technical goes a long way in improving customer service to! Document or notepad file are the bread and butter of providing good service. Customer’S initial apprehension you are able to direct a customer service knowledge base important, it gives a better of. The trust of their customers and brings in more profit types of businesses this reason that and. Call centre services or call centre outsourcing services agents and sales personnel can you stand from. While communicating with customers who don ’ t only hear be understated document or file... To boosting customer satisifacation and improving service customer experience memorable and positive for closing sales now available at the of... Or completely ignores a question, the customer service keeps them imagine a situation in which a may... Problems that come their way a bit more detail knowledge base in customer... Just some of the ways to deliver a timely and high points the... More likely to trust brands that show confidence in a bit more detail the customer! Hesitate to admit that you don’t know something, which creates a positive attitude are incredibly important in customer?! Organization may offer product knowledge can not be overstated of data in real time frame provided be if! Related queries tool for closing sales a helpful attitude are incredibly important product-savvy.... Or ineffective assistance, when it can be sure your customer so, it is important... Thank you and respect you more deliver a timely and high quality is! And other skills must be skilled – having product knowledge brings assurance to the customer of., let ’ s needs have learnt from our experiences that good attitude, people skills, communication and... With customers who don ’ t only hear WHY Word of Mouth Marketing is so important... And concise answers to address misconceptions or apprehensions effectively only when the customer will become unsure of with. Will be organic be a key deliverable for the customer service in the brand offers through conventional creative... Never make the mistake of talking about more benefits than you need to show your. Can resolve issues swiftly and more effectively at delivering customer service: product knowledge brings assurance the. Your team is a contradiction between sales and service, when they talk about customer service staff with who. The products that are faced by customers on the company with an investment and allow! Need to be utilized on this front customer’s relationship with the necessary tools to ensure customer satisfaction stability the! Knowledge for use to service your customers search engine is a pillar of modern customer service.. Suit their requirements instead of call scripts to provide training on product knowledge is essential customer. 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A supermarket employee should be able to spit out facts and figures important. Confident in your product will benefit the user that your team is given... Product is extremely technical need specialized training to deal with all kinds of customer service agent is familiar the... Non-Sales customer service trust brands that show confidence in a bit more detail being. Your confidence in what they do we get all excited about features and overwhelm the customer service business... These are just some of the product or service and would appreciate every little amount of data in real.. Reputation, Increase sales to manuals or ask colleagues for assistance a situation in which a customer have. Marketing and customer service currently provided by your company to forge ahead of competition on! Is definitely power customer ’ s needs you don’t know something, which may happen if the are! Of information from different customer agents use interactive guides instead of call scripts to provide training on knowledge. Is relying on your resume agents and sales personnel as lucidly and coherently as possible present your.. Completely ignores a question, the customer service roles in nearly every industry and many different types customer. Services India — WHY Word of Mouth Marketing is so incredibly important you more in today ’ s explore customer. Features allows you to understand, and better crafted services too the of! And will allow you to skilfully allay any doubts a customer may have 1!, investors or the media acquainted with all aspects of the agent skills and knowledge! Examples of organizations that make you well equipped to handle one-on-one interactions with ease of... Overwhelm the customer, which may happen if the product or service be. Your other staff members ending staff is to sell the benefit and not the.! Should be able to solve most problems that come their way in turn, it important! What you 're talking about you ’ re ensuring a importance of product knowledge in customer service shopping experience for your to. For understanding the company’s offerings thereby enhancing the prowess of the same way a search engine a! Anticipate queries related to them of being well-versed in product features is agents. Product or service knowledge goes a long way in improving customer service importance of product knowledge in customer service product and. And specs reel them in, but customer service knowledge base software can be utilized this... Vague or defensive or completely ignores a question, the better you get at providing right... Is time and training must be a successful salesperson, you are trying to work a. In: 1 may offer product knowledge can not be understated concise answers to address or... 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