What should you do if you don’t know the answer to a customer’s question?

When faced with a situation where you don't have the answer to a customer's question, it is essential to maintain trust and professionalism. Informing the customer that you will find the information and get back to them demonstrates a commitment to providing accurate and reliable support. This approach ensures that the customer feels valued and reassured that their inquiry will be appropriately addressed.

Taking this route also allows you to take the necessary time to research or consult with colleagues, leading to a more informed response, which further enhances the customer's experience.

In contrast, simply guessing the answer could lead to misinformation, which may frustrate the customer or result in additional issues down the line. Asking another team member for help is certainly a valid approach, but communicating with the customer about your follow-up creates a better dialogue. Redirecting the customer to another department may not resolve their issue and could lead to additional confusion or frustration.