What would you do if a customer asked you a question you did not know the answer to?

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 do you respond to a client question?

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 would you respond if a customer asked you a question you didn’t know the answer to about a product?

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 would you accept a no from your customer answer?

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• Ask for clarification. When customers are vague about why they’re upset (“Your update looks terrible.
• Explain what’s going to happen next.
• Be honest.
• Reframe the “no” using positive language.
• Make the customer feel heard.
• Offer alternatives.
• Explain the reasoning behind the current design.

In which Counselling technique open-ended questions are asked?

Open questions are those that cannot be answered in a few words, they encourage the client to speak and offer an opportunity for the counsellor to gather information about the client and their concerns. Typically open questions begin with: what, why, how or could. For example: What has brought you here today?

What if I don’t know the answer to a customer’s question?

If you ever find yourself in such a situation where you don’t know the answer to a customer’s question, the first thing you must avoid is saying “I don’t know”. By following the guide below, you will able to project a professional image to the customer despite the fact that you didn’t have the answers at the beginning of the interaction.

How do you respond to a customer asking for an 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.

Should you ever be ashamed of not knowing how to answer customer questions?

If the questions they’re asking aren’t necessarily relevant to the help they need, you shouldn’t feel ashamed that you aren’t sure how to answer them. If the nature of the questions pertains to the customer getting off track, it’s good policy to gently redirect them back to the topic at hand.

What happens if you don’t react to a customer’s request?

If you don’t react, customers are less likely to escalate. 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.