It's Okay to Say 'I Don't Know' in Customer Service

Video Transcript

"In this section we'll be discussing another model known as the ABCs of customer service. I'm Pamela Unruh on behalf of Expert Village. Let's talk about some more topics that are very important in discussing in business knowledge. Say you don't have the answer to the customers issue you know all the ins and outs of the business no, but you do have experts there that can help you. Or maybe it's a manual or maybe you have some other tools that you can use to help you find exactly right answer to the customers issue. Now the key is don't be afraid to tell the customer that you don't know there is no harm in doing that. The customer is going to pick up immediately if you're trying to snow them with some false information because your stance your tone everything is going to change a little bit if your basically trying to lie to the customer. They are going to pick on it you're going to definitely want to stay away from that. It's much better to say "you know I'm not really sure about that but then also follow that up with how you're going to find the answer. Maybe you need to ask the supervisor or a co-worker or maybe you need to consult a manual, perhaps you need to find some information about the customer in your database. It's alright if you don't have all the information right at the top of your head or right on the tip of your fingers. Your customer will have a lot more respect and patience if you just be honest and upfront I don't know the answer but assure them that you're going to find out."