What should a CSR do when encountering a frequently asked question not listed in the FAQ?

When a customer service representative encounters a frequently asked question that is not listed in the FAQ, suggesting that it be added to the FAQ is a proactive and constructive approach. This action not only addresses the customer's immediate concern by ensuring they receive accurate information but also contributes to the continuous improvement of the knowledge base that serves all customers.

By recommending the question be added to the FAQ, the CSR acknowledges the importance of the inquiry and recognizes that it may be beneficial for future customers. This approach can also enhance the overall customer experience, as it demonstrates to the customer that their concerns are valued and taken seriously.

Other responses, such as ignoring the question or providing a vague answer, would not satisfy the customer's needs or build trust in the service being provided. Referring customers to different resources may not be helpful if those resources do not specifically address their question. Therefore, suggesting the addition of the question to the FAQ is the most effective option for both immediate resolution and long-term service improvement.