Develop knowledge of the organisation’s product or service offerings and customer profile
- Develop knowledge about product features and benefits, promotion, guarantees and technical support
- Establish customer profile to include particulars, personal preferences and transaction records
- Identify expectations of different types of customers such as new and repeat customers, people from various cultures and those with special needs
Establish customer rapport to build customer confidence in accordance with the organisation’s guidelines
- Gain customers’ trust and confidence in the organisation’s products and services by following up on service promises
- Adapt communication to the style of the customer
- Take a genuine interest in the customer’s well-being
- Demonstrate the qualities of a service professional such as having a positive attitude, being proactive, displaying a customer-first mindset
Provide post-sales follow up in accordance with the organisation’s guidelines
- Coordinate the provision of post-sales service
- Inform customers of changes that may affect the delivery of the service promise
- Assist customers to install, maintain or operate a particular product
- Obtain feedback from customers on products and services
- Build long term relationship through customer programs and loyalty schemes
Respond to service opportunities and escalated service challenges to reinforce customers’ confidence in the organisation
- Identify opportunities to up-sell or cross-sell
- Anticipate future customer needs through monitoring purchase and usage behaviour
- Respond to queries with appropriate suggestions, promotions and alternatives
- Be aware of triggers that lead to customer complaints and negative feedback
- Work towards mutually acceptable resolutions in escalated service challenges
