The Importance of Business Knowledge in Customer Service

Video Transcript

"In this section we'll be discussing another model known as the ABC's of customer service. I'm Pamela Unruh on behalf of Expert Village. Let's move on to the B in the ABC model of customer service. Now that does deal with business knowledge and business expertise. When your customer comes in or calls in to your company, they want to be assure that they are talking with somebody who can in fact help them. Let the customer know that you are the person with expertise otherwise why would you even be dealing with that customer. Let the customer know let them be confident with that your the person who can help them so your not going to send them to anyone else, you're not going to make another phone call. The buck stops with you in sort of speak and also when you're keeping in mind business knowledge you are conveying that to your customer. It's not only what you say but what you're customer sees now we talked before about professionalism is your work area is your appearance professional. Now what your customer sees can really give them that confidences as well so when we're talking about business knowledge, we're also talking about conveying that sense of professionalism to your customer."