Knowing the Policies & Procedures for Customer Service

Video Transcript

"In this section we'll be discussing another model known as the ABCs of customer service. I'm Pamela Unruh on behalf of Expert Village. Another step that you're going to want to consider in the B portion or business knowledge portion is what is your spectrum of knowledge ability. How much do you know about the service that you provide? Every company has very specific policies and procedures put into place. Are you familiar those? If you're not quite familiar with all of them, do you know where to look to find the answer. It's very important that you do have this information. Again if you don't have it available and don't know, that's fine as long as you know where to look for it. I'm going to reference again the company that I currently work for. We do sell service equipment to customers. Those customers have on their paperwork when they purchase that they have three days that they can cancel if they care to. It's very important that I know that as a customer service provider so if the customer calls and we had customers call as late as a year later. Saying "I just want to bring everything back please", it's very important that I have that information so that I can discuss that with customer. Otherwise your customer may make assumptions that are just completely off the mark or wrong, it's your job as a customer provider to make sure that you relate the correct information to the customer. If you don't have it right on top of your head, be sure to know where to look."