How would you handle a question from a customer that you do not know the answer of?

What To Do When You Don’t Know The Answer To a Customers Question

• Be Honest. This does not mean you tell the customer “I don’t know”.
• Don’t Make Stuff Up. NEVER!
• Search For Answers.
• Give the Customer An Estimated Wait Time.
• Inform the Customer.
• Close Gracefully.

How to respond to customer questions?

Strategies for Answering Your Customers’ Toughest Questions

1. Clarify the question first. Customers ask two basic types of questions.
2. Show your domain expertise.
3. Make sure everyone understands.
4. Provide an expert point of view.
5. Redirect inane and unfair questions.
6. Respond with metaphors.
7. Demeanor speaks volumes.

How do you respond when a customer asks you a question about a product that you don’t know how do you answer?*?

Don’t immediately resort to a panic response. Instead, gently get to the root of the question. It might be that the customer is asking about a product or service you don’t even offer. If that’s the case, you can simply inform them that they can seek the answer from the appropriate authority.

How do you tell a customer an item is out of stock?

Include a line like, “Thanks for your order! Unfortunately, the following items from your order are out of stock.” Let shoppers know, too, whether the item is back ordered—that it will be available again soon—or if it’s discontinued and now unavailable.

How do you deal with impatient customers?

How to Deal with Angry Customers

1. Remain calm.
2. Practice active listening.
3. Repeat back what your customers say.
4. Thank them for bringing the issue to your attention.
5. Explain the steps you’ll take to solve the problem.
6. Set a time to follow-up with them, if needed.
7. Be sincere.
8. Highlight the case’s priority.

How do you turn down a customer who asks you out?

9 (Polite) Ways to Reject a Customer

1. Genuinely hear their request.
2. Be gentle and provide next steps.
3. Don’t waste time, but don’t burn bridges either.
4. Decline with gratitude.
5. Offer alternatives.
6. Position yourself as the expert.
7. Be clear, transparent and upfront.
8. Ask them to step into your shoes.

What does it mean when a customer asks for help?

A customer is asking for a product feature you know will not be added. It’s a compliment when your customers come to you for help because they like your work and they want it to solve more problems for them. So turning them down can be tricky, but better they know the truth than be strung along, hoping for something that will not arrive.

Is a lack of phone support a deal breaker?

I understand your frustration. For some customers, a lack of phone support is a deal breaker, and that’s completely understandable, but it’s not something we offer at this time. I want to help you get you the answers you need, and we can definitely get that done by email, but I will need your help.

When should I move a customer from one channel to another?

When your customer is on a social channel, but you need to move them over to another channel to answer effectively. You should respect the customer’s choice wherever you can, but if you need to move them, explain why and reassure them that you will resolve their question. Read “Migrating a Customer Query Between Support Channels” for more details.

Why would a customer ask for a refund?

Asking for a refund is often a sign that the customer feels like they haven’t gotten value from your product. If you can acknowledge and address that issue, the refund may become less important to them. I’m sorry to hear you’re not happy with our product.