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

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When You Don’t Know The Answer

Being a customer service professional often entails responding to customer inquiries and providing support where necessary. But in reality, knowing all the answers to the possible questions customers may throw at you is nearly impossible.
There might come a day when a customer would ask a question you don’t have answers to, how would you handle such a situation? 

If you ever find yourself in such a situation when 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 be able to project a professional image to the customer even though you didn’t have the answers at the beginning of the interaction.

Be Honest

When You Don’t Know The Answer To a Customers honesty

This does not mean you tell the customer, “I don’t know”. What I mean by being honest is letting the customer know you don’t have the information he is looking for without looking incompetent. You can pull this off in several ways, for instance –

Customer: How long does it take to deliver to XYZ district on Sundays?

Employee: I’m not sure how long it takes to deliver to XYZ district and I wouldn’t want to give you the wrong information, the best thing is for me to ask ‘John’, who handles all Logistics to XYZ district. If anyone knows the right time it takes, it would be him. Please allow me to find out from him quickly

Notice how the employee described ‘John’ as the expert who knows all about XYZ district, this reassures the customer that the information he’ll eventually get will be accurate, useful and worth waiting for. The employee in this scenario will not be seen as incompetent by the customer but rather will be seen as helpful. 

Don’t Make Stuff Up

NEVER! give your customers wrong (misleading) information. If you do not have the right information, be honest about it and search for answers. Misleading a customer with ‘made-up stuff’ will create bigger problems, such as negative brand perception, weaker customer relationships, and possible litigation in the long run.

Search For Answers

Being competent doesn’t mean you know all the answers. It also means that you know where you can find the answers. Consult with the best person or source for accurate information on what you need to know.

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Give the Customer An Estimated Wait Time

If the customer has to wait while you get the right information, don’t allow them to wait without an idea as to how long it will take, this increases the perceived wait time, which might turn the customer’s experience negative (Read: Tricks To Reduce Customer’s Perceived Waiting Time).
Give the customer an estimated wait time and also provide updates on the status of your search if, for any reason, you fail to meet up with your estimated time.

Inform the Customer

Thank the customer for his patience and provide the necessary information as requested. I would go the extra mile by including information on alternative products or services (cross-selling).

Close Gracefully

Ensure the customer’s confusion or concerns have been fully addressed, and ask questions like;

Is there any other thing I can help you with?  

Is there something else you’d like to know? 

If there are no other questions, a great way to close would be to remind the customer that you can assist them anytime. This reinforces the customer’s confidence in you and the organization. Something like;

If you ever need information on XYZ, I am always available to help. You can call me at xxx-xxxx-xxx

Frequently Asked Questions

How can customer service professionals maintain credibility and professionalism when you don’t know the answer to a Customer’s question?

As a customer service professional, you can maintain credibility and professionalism by being honest with the customer about your lack of immediate knowledge.

Instead of saying, “I don’t know,” you can inform the customer that you will find (or get) the correct information. It’s essential to avoid giving incorrect information or making assumptions.

By demonstrating a commitment to finding accurate answers and providing timely updates to the customer, you can reassure them of your competence and dedication to resolving their query.

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Are there specific strategies or resources that customer service representatives can use to obtain accurate information quickly when faced with unfamiliar customer inquiries?

You can utilize various strategies and resources to obtain accurate information promptly. These may include consulting colleagues or experts within the organization who possess the necessary knowledge, referring to company documentation or knowledge bases, or conducting targeted online research.

Additionally, companies should invest in ongoing training and development programs for customer service teams to enhance their knowledge and problem-solving skills, enabling them to handle various customer inquiries effectively.

Can mishandling situations where the answer is unknown lead to long-term consequences for both the customer and the company, and if so, how can these be mitigated effectively?

Mishandling situations where the answer is unknown can have long-term consequences for both the customer and the company. Providing misleading information or appearing incompetent can damage the customer’s trust and confidence in the company’s products or services, leading to potential loss of business and negative word-of-mouth.

To mitigate these risks, companies should prioritize honesty, transparency, and proactive communication when faced with unfamiliar customer inquiries.

Most of the time, customers don’t really expect you to have an encyclopedic mind or to be a ‘Guru’, they just want answers and solutions. When you don’t know the answer to a customer’s question, NEVER just say ‘I don’t know’. You should make an effort to find the answers (at least for the sake of knowledgeability and professionalism) 

Kelechi Okeke
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