What should an employee do if they don't know the answer to a customer's question?

When faced with a customer's question that the employee does not know the answer to, the best approach is to inform the customer that you will find out the information and follow up. This response not only shows professionalism but also demonstrates a commitment to customer service. It reassures the customer that their query is important and will be addressed properly, fostering trust and confidence in the help they are receiving.

Taking the time to find accurate information can prevent the risks associated with incorrect guessing or providing vague information, which can lead to misunderstanding or dissatisfaction. Following up also creates an opportunity to build rapport with the customer and reflects well on the company as a whole, emphasizing reliability and dedication to meeting customers' needs.

In contrast, simply guessing at the answer could lead to misinformation, redirecting the customer to the website may not address their immediate concerns, and ending the call without providing an answer would leave the customer feeling unsupported and frustrated. The proactive approach of seeking the correct information enhances the overall customer experience and aligns with best practices in customer service.