How do you respond to a customer when you don’t know the answer to the question?
Answer added by: Abdul Yaseen Mohammed Project Coordinator 3 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.
Answer added by: Lubna Al-Sharif Medical Laboratory Technician 3 years agoCustomers 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.
Answer added by: Madina 3 years agoOne 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.
Answer added by: SAMIR ABDEL HAQ Trainer- Banking Consultant 3 years agoDon'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.
Answer added by: Maha Ismail Ahmed Commercial Manager 3 years agoIt 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..
Answer added by: Mohammed Othman معلم اول أ (مدرس) 3 years agoApologize 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
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