Question ajoutée par
Saifullah Najeeb
, Deputy Manager - Customer Services , K-Electric Formerly Karachi Electric Supply Company Ltd
Date de publication: 2013/05/06
Every thing also learn how to trust this product/service because your feeling is delivered to your customer.
If you do not know any thing about your product/service, How should the customer trust you and your company? First thing he will think about "How the company hired a person doesn't know about it's product/service?", And sure it will be a very negative point.
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Yazan Abu Al Rous , Business Development Expert , Arab Reporters for Investigative Journalism
Being a customer care person requires that you are able to provide the best services to your customers, knowing your product by heart is important to be able to do that, usually a customer care representative that knows the product by heart is much more effective for customers and is able to offer the service with shorter time, an entrepreneur I once met have told me that the secret to success in something is first you have to love the thing you do and be passionate about, learn how to do really well and then everything else will follow and this certainly applies to this case as well.
it is essential for the customer service to obtain a reasonable set of info regards every provided service in his area , that knowledge will always back him and the image of his company up during his contact with the customer .
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Hany Hassan , General Manager , Human Hub Middle East & Africa www.humanhubmea.com
Dear Mr. Saifullah
1.The customer gets better when he meets an employee that can be trusted.
2.Knowledge is power and that’s why customer service is a very challenging career.
3.The Master Service provider is the one who knows everything about anything in the organization, plus knowledge gives you more confidence to overcome all the obstacles that you can meet.
4.However when the customer asks about something you do not know it is not a shame you just tell him (I do not have the answer for this sir I will check it for you) or (it is a bit technical info let me get back to you with the answer) and never ever say (I do not know word) it is a taboo in customer service
5.Be committed and get him the answer.
6. Estimate the time that it might take and you can elaborate why it will take that much time
I feel, it is impossible to know everything about a product. More so, because of the increasing complexities of the business world we are in today. So, how does one tackle situations wherein a client asks for information which I do not have?
In my experience there are two ways of tackling this:
1. If I am going for a customer presentation, prepare myself and know the features of the product they might be interested in.
2. Keep information handy and quickly searchable.
I have realised (both as a client and as a sales person) it is always better to say 'Give me a moment, I will look it up for you.' rather than beat around the bush and irritate the client.
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Muhammad Nadeem , Business Manager , Ahmad Saad Malfi Al-Rashidi Est.
Definitely, we people must have healthy information, because consumer is the king, he got the right to decide, so we are at front to satisfy and convince on such a level that he/she agrees to get the product.
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Ashwathi Paduvilan , Marketing Executive , XTL Marine
Working in customer service, a person is required to know everything about their products or services they provide. One of the most important aspects to customer service is to not only help the customer have a good experience, but offer them an experience that exceeds their expectations. In order to do this, the person working as customer service will need to know the products/services offering back and front.
