Customer Service: Sometimes It’s OK to Not Know

by | Nov 13, 2013 | CRM, Customer Support, Knowledgebase

When dealing with customers, it’s crucial to know as much about your product or service as possible. This allows you to answer customer questions as they arise, as well as handle complaints and issues. Sometimes, however, we don’t know everything about what we’re selling—and that’s OK. If we are new to a job, or a product, it’s impossible to know every single facet of it. This can be frustrating—we want to provide our customers with top notch service every time, and this lack of knowledge gets in the way. Yet, it’s how you spin it that makes all the difference.

Let’s say for instance your company or organization has rolled out a new product package, and you’re trying to sell it to a potential customer. The customer asks if the package comes with a certain feature—and you don’t know. You can tell the customer flat-out: “I don’t know,” and potentially create a negative situation, even though you told the truth. Or you can state something like: “That’s a good question. Let me find out for you,” and then proceed to do so. You’ve shown the customer that you indeed do not know, but are willing to go the extra mile for them to find out. And they’ll appreciate that.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.

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