Product Knowledge As Essential Customer Service Skill Edu Ppt

Slide 1

This slide highlights the importance of product features training for customer care executives to handle customer queries regarding product usage effectively.

Slide 2

This slide covers information regarding the importance of training the customer care executives on the product’s feature so that they can better assist their customers.

Instructor’s Notes:

How does good product/service knowledge help?

·      Good customer service: Customer service representatives familiar with all elements of a company's products/services can address problems more quickly and effectively.

·      Clearer communications: Product knowledge allows a customer care executive to accurately and persuasively communicate the benefits and features of products/services. The more information the agents have, the better they will be able to communicate.

·      Confident assistance: The customer care executive tone and attitude become more confident as a result of his/her product understanding.

·      Build trust: When it comes to building trust, all of a company's customer service representatives must have access to the same, up-to-date information.

For instance, if a consumer receives different versions of information from various customer service representatives, customers will be hesitant to associate with the brand. They will lose faith in your brand. They are more likely to trust brands that demonstrate confidence in their products.

Slide 3

This slide covers information regarding the importance of teaching customer service executives about the product so that they can provide high-level assistance to the customers.

Instructor’s Notes:

The sources from where the customer service executives can attain product/service knowledge are:

·      Product Literature

·      Customer Feedback

·      Experienced Colleagues

·      Production Units

·      Training Programmes

·      Own User Experience

·      Catalogues

Slide 4

This slide shows an exercise how a customer service staff can establish a knowledge base about a product/service in the form of a guide or directory to better assist consumers.