Customer Service Tips

Customer Service Training:
Product Knowledge - A Must For Happy Customers

I can't think of a greater dissatisfier than lack of product knowledge when it comes to customer satisfaction and retention. How much your employees know about your products and services can instill confidence in the organization for the sales transaction to take place, and indicate interest in customers. Think of it this way, if an employee doesn't know your products and services inside and out, how can they possibly match the needs of the customer with the appropriate product or service?

And customers are really smart; if an employee doesn't come out with an honest reply of  "I don't know" when a question is posed to them, customers can tell when an employee is faking knowledge. The employee's discomfort comes through their body language. They shift from one foot to the other, break eye contact, or break out in a cold sweat. Some employees have a change in attitude from helpful to surly. This happens as a result of their discomfort in not having the knowledge to do their job well.

So do yourselves a favor and mystery shop to see where there may be holes in the product knowledge of your staff. A good mystery shopping company will help you devise scenarios to determine where more training may be necessary to get your staff comfortable with the array of products and services you offer to customers.

Now get out there and make sure your staff knows your products inside and out! If you don't, your competition will be more than happy to help those unhappy customers of yours!