Product/service knowledge is one of the essential skills to provide excellent customer service. This is because, when the attendant knows well what he is selling or offering, he is able to respond with more precision and clarity to customers' doubts and questions.
To acquire this knowledge, it is important for the attendant to study and learn about the product/service being offered. He must know its characteristics, benefits, functionalities, differentials and possible limitations. In addition, it is important that he knows how the product/service can be used and what are the best ways to take advantage of it.
This knowledge should not be limited to what is described in the product/service manual. The attendant should seek additional information, such as success stories, testimonials from satisfied customers and other sources that can enrich their knowledge on the subject.
With this knowledge, the attendant can offer a more personalized and efficient service, as he will be able to understand the needs and expectations of the customer and offer solutions that really meet his demands. In addition, the attendant can take advantage of opportunities to offer complementary products/services that can add value to the customer's purchase.
In short, product/service knowledge is a key skill for delivering excellent customer service. It allows the attendant to offer a more personalized and efficient service, in addition to taking advantage of opportunities to offer complementary solutions that can add value to the customer's purchase.
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