Product & Procedural Knowledge

Many customer service representatives lack comprehensive knowledge of products, services, and operational procedures, leading to confusion and unsatisfactory resolutions. This training bridges those knowledge gaps to improve customer interactions. Learners will discover the four stages of self-management for mastering complex information.

They'll explore how understanding industry competition increases success. Steps for establishing expertise and credibility will be covered. Additionally, participants will assess their leadership abilities in guiding customers through processes and offerings. Developing procedural and product mastery elevates service quality while boosting staff confidence.
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Learning Objectives