We have all had that awkward moment when a client or customer asks a question that we don’t know the answer to but probably should know. Here is some advice on how to respond to these situations.
It is okay not to know an answer. No one has complete knowledge. The important thing is to acknowledge that the other person has asked something, you value their words, and that you will find an answer for them.
Here is an example of what this conversation may look like:
Client/ Customer: “Can you tell me if this product can do X, Y, and Z?”
You: “Those are great questions. Please let me check on it and I will get back to you with an answer by (date/ time).”
This acknowledges that you heard the person and let’s them know when you will have an answer. If the answer is going to take longer than expected after looking into the question then make sure to update the customer or client. This way once the date or time passes, the other person doesn’t think that you have forgotten about their issue but lets them know you are still working on finding a solution for the customer or client.
Don’t feel like you need to apologize or give reasons for not knowing an answer like explaining that you are new to your role or that you have not been trained in an area so as to give answers. The customer or client does not need to know your excuses. All they need to know is an answer and when you will give it to them!
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