Friendliness and courtesy only go so far…you need excellent product knowledge too…More at: www.LeeCockerell.com
The more knowledgeable your team is the better your customer satisfaction will be.
Work hard every day to educate your team members on everything they need to know to take great care of your customers.
Product knowledge coupled with strong, kind interaction with your customers translates to customer satisfaction which leads to repeat business . . . which leads to good business results . . . which turns out to be the best insurance policy for continued career growth for all of your team members!
If team members don’t have excellent product knowledge that is the fault of the leader of the organization.
Having great training builds competence which builds self confidence and self esteem in your team which helps everyone perform at a world class level.
Train your team. Don’t practice on your customers.
PS: To all of my new friends at the Four Seasons Hotel in Las Colinas, Texas:
I enjoyed my time with you. You all do a great job. I found no product knowledge issues when I visited your hotel for lunch earlier in the week. If all organizations performed like you do, the world would be perfect.