Having in-depth knowledge of the products or services being offered is a crucial customer service skill. This involves understanding the features, specifications, and benefits of the offerings. It also means being able to address customer inquiries and provide accurate information.
The right training starts with a deep-dive on product features, benefits, common issues, and troubleshooting steps. This can include virtual or in-person classes, knowledge base articles, product manuals, and hands-on practice. Create a buddy system where new hires shadow experienced agents.
And if you’re an agent, ask about learning opportunities to expand your knowledge. Don’t be afraid to admit when you don’t know something, even if it’s during an interaction with a customer, so that you can escalate it through the proper channels. This lets leadership know you need additional training and helps to build trust with customers.