If you were to give an outright "No" to a customer's question, that would diminish the value of your service. Of course, you won't always know the answers, but it's about how you manage the "No."
Don’t offer a bland "I'm sorry, I don't know."
Imagine saying this, and you have the customer give you a blank stare. If you don't offer to be helpful to a customer in need, that only frustrates them more. Thus, making your job harder.
Instead, focus on alternatives:
- •“That’s a great question. I want to be sure I give you the right answer, so I need to double-check with someone. Can I call you back?”
- “Before I answer your question, I need to check a few things on my side. Can I follow-up with you later today?”
- “My colleague is an expert in that area. Could you hold just a moment while I check with him?”