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    How do you respond to a customer when you don’t know the answer to the question?

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    Abdul Yaseen Mohammed
    by Abdul Yaseen Mohammed
    Project Coordinator - 2 years ago

    Never say, "I don't know." That is a basic rule in customer service.

     

    Instead, say, "I will be right back with the information you asked for."

     

    If anyone objects, tell them that if they would prefer, they can hold or go sit over there while you ask your supervisor to help them as soon as he/she is free. That is a good way to get people to cool their jets, because they know it is better to be patient with you than to wait for the supervisor.

     

    Customers expect employees working in the service department to know most, if not everything, about what they are asking for support for which isn't by any means completely unreasonable. Customer service associates should be very knowledgeable in their profession to be considered legit as an individual and as a representative for the entity they work for. The only thing you can do in the situation you describe is to radio another associate to your desk and use the "haul ***!" code CS associates will commonly be required to memorize in the event that your situation comes up. As soon as help arrives, be EXTREMELY specific in your description of what the customer is asking for help with then let them handle the question and listen to the conversation.

     

    Oh, and smile brightly the whole time. Never respond to insulting remarks or annoyed expressions. If you don't react, customers are less likely to escalate.

     

    Lubna Al-Sharif
    by Lubna Al-Sharif
    Medical Laboratory Technician - 3 years ago
    Customers expect employees working in the service department to know most, if not everything, about what they are asking for support for which isn't by any means completely unreasonable.

    1- Don't say "I don't know" or "Hold on while I look that up for you" because that is going to get them upset or at the least suspicious of your ability to help them.

    2- Do anything else you can that seems proactive to helping them to delay them while you find out :i.e.
    putting them on hold while you "check their account" or some such thing - or ask them questions (especially the kind that will get you long winded answers you dont need to pay attention to) while you scan the label or pass a note to your coworker.

    3- Describe is to radio another associate to your desk and use the "haul ***!" code.
    Customer Service associates will commonly be required to memorize in the event that your situation comes up.
    As soon as help arrives, be EXTREMELY specific in your description of what the customer is asking for help with then let them handle the question and listen to the conversation.
    Remember that customers are coming in because they don't know how to fix the problem they're having.
    They expect you to know the answer to any given question or problem without blinking an eyelash.
    If they see you struggle, then they'll behave as you've said and might not even come back for further help.
    Keep in mind that before you go into a customer service job, you want to make sure you are as familiar with everything the company sells that you're trying to work for.
    Now, nobody's perfect, but it is important that you are as familiar with your company's merchandise, inside and out, as is possible so that if you are asked about anything in the store at any given time, you're ready to answer anything in the most professional and knowledgeable manner possible.
    Madina
    by Madina
    - 3 years ago
    One can never have all the answers.
    In this situation point is to provide customer service.
    Admitting you don't have an answer and providing timeline when you will get back to him/her with the answer would be the best approach in my opinion.
    SAMIR ABDEL HAQ
    by SAMIR ABDEL HAQ
    Trainer- Banking Consultant - 3 years ago
    Don't ever give wrong answer.
    It is not the end of the world if you don't know all answers.
    Apologize that you are not sure of the answer and refer him to someone else who can do it, or ask for a help from a senior staff.
    Maha Ismail Ahmed
    by Maha Ismail Ahmed
    Commercial Manager - 3 years ago
    It happens at times not to know the answer and that's normal...you should honestly tell the customer that I have to get back to you with your inquiry and mention the time needed...in this case the client would feel that you are honest and he is in good hands...however you must get back to the client if you promised to call back even if the result is not what the client is expecting..
    Ahmed Abd Al-Rahman
    by Ahmed Abd Al-Rahman
    Merchandisers Manager - 3 years ago
    You can apologize to the customer and asking him to give you time then you will get back to him with the perfect answer.
    Mohammed Othman
    by Mohammed Othman
    معلم اول أ (مدرس) - 3 years ago
    Apologize to the customer in a polite way and Menna demand curve a little time and use administrator to ask the client's request and explain the answer to the question of a client with an apology to the customer for Attakhir
    Almina Aguilar
    by Almina Aguilar
    Customer Service Clerk - 3 years ago
    Be honest, tell the customer that you do not know the answer and refer them to someone that you think will be capable to answer the questions.
    Just dont try to give them wrong information.
    Abiodun Ibitayo
    by Abiodun Ibitayo
    Field Officer - 3 years ago
    i will refer him or her to a superior officer who is well learned on products and services.
    Renae Richardson
    by Renae Richardson
    Education Coordinator/Director - 3 years ago
    You inform them that you don't have the answer to that but either (a) you know someone who does and you will contact them right away or (b) You know how to find the answer and tell them to give you adequate time to get back with them.
    Competence does not mean you have all the answers but that you know where to get those answers if needed.
    Integrity means that you are not afraid to let people know that you don't know everything.
    Communicating openly and honestly is always the best way to deal with a situation.
    People will respect you for it.
    For the most part they don't care where you get the answer they just want a solution.
    If all you can do is point them in the direction of where to find the right information it is a lot better than misleading them or giving them half answer or non-relevant answers.
    broosk amin
    by broosk amin
    Quality Assurance Manager, Safety Officer, - 3 years ago
    as long as the honesty is one of most important criteria in the sells person, Simply say I DON'T KNOW and Promiss him or her you will gonna get the answer for his question from the right persons and deliver it, give him a time frame for answering and deliver it in time, it happens that sometime the managers consider the answer of that question one of the classified information, and they ask you why he asked that question?, always ask the why s for the question that you don't know the answers for it because sometimes you don't know because it is classified the managers will give you the reply, and you will deliver it for your own customer..
    He/She will appreciate you more than you think and you will increase the credibility in front of your customer by being honest all the way long, I had faced a question like that once and i did the exact way that made him now one of my good friends and a reliable source of information in addition a long term client

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