Knowledge is great power. That is universally true. For a service engineer of industrial capital equipment also, the biggest pay off lies in his staying ahead in terms of product knowledge and its application. Yet, there is an interesting twist that applies to no one else as strongly as it applies to customer service engineer.This twist highlights the importance of attitudinal training for customer service personnel. It is a twist of human psychology: “Customers don’t care how much you know until they know how much you care”[1]
[1] The statement is credited to J.M.Juran. I have taken the liberty of substituting the word ‘people’ by ‘customers’.