Marketing & Online Customer Support Interview Question:

Explain me what do you do when you don't know how to help a customer?

Submitted by: Muhammad

Even with extensive training and experience, customer service representatives won't know how to help every customer. Ask this question to find out if a candidate knows how to respond calmly and efficiently in these situations.

What to look for in an answer:
☛ Honesty
☛ Problem-solving skills
☛ Confidence

I never pretend to know an answer if I don't. If I'm unsure how to help a customer, I say, ‘Great question! Let me find out for you,' and take steps to find a solution. At my previous job, I helped customers with complex software products and if I didn't know an answer, I reached out to my co-workers for assistance, referred the customer to someone who could help or looked through my training manual for answers.
Submitted by: Muhammad