You’d think this would be a “no-brainer.” However, many organizations neglect the job knowledge portion in customer service training. That’s unfortunate. Job knowledge, along with attitudes and techniques, is one of the most important components of customer service training. It is difficult, if not impossible, to give good customer service when you don’t know about the products or services the company offers.
For instance, in any organization, the “first-contact” customer service personnel (let’s personalize her and call her “Mary”) must have an awareness or job knowledge of the nature of what her organization provides. Mary also must be sufficiently confident to be able to project this knowledge when customers call or come ...
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