If you don't know the answer to a customer's question, what should you do?

When faced with a situation where a customer's question is beyond your knowledge, the best approach is to admit that you do not know the answer and assure the customer that you will follow up. This response builds trust and credibility with the customer. It acknowledges the validity of their inquiry and demonstrates your commitment to providing accurate information rather than risking misinformation by guessing or providing an incorrect response.

Assuring a follow-up shows the customer that you value their concerns and are willing to take the necessary steps to find the correct answer. This approach can enhance the customer experience, as it indicates that you care about their needs and are dedicated to resolving their issue.

By choosing this method, you maintain professionalism and uphold the standards of customer service, fostering an environment of trust and reliability within the relationship between the customer and the organization.