SituationalProblem Solving

What steps do you take to ensure the customer feels supported when you don’t have an immediate answer to their question?

Customer Service RepresentativeCustomer Experience Lead

Square

Asana

Microsoft

Netflix

Instacart

What steps do you take to ensure the customer feels supported when you don’t have an immediate answer to their question?
How do you balance transparency with professionalism when responding to a customer question you’re uncertain about?
Describe your approach when you encounter a customer query for which you don’t have the information readily available.
What’s your go-to move when a customer asks you something you don’t know?
Have you ever had a moment where a customer asked something, and you had to say, “I don’t know”? What did you do?
What do you usually do when you don’t have the answer a customer needs right away?
How do you keep things on track when you don’t know how to answer a customer’s question?
Suppose a customer is frustrated because you don’t have an answer to their query. How would you handle the situation and ensure their concerns are addressed?
Let’s say a high-priority client asks for specific details about a product feature you’re unfamiliar with. How would you manage the interaction?
How do you maintain customer confidence when you need to say, “I don’t know”?
A customer asks you a question, and you don’t have the answer. What do you do?

Interview question asked to Customer Service Representatives and Customer Experience Leads interviewing at BlackLine, Pipeliner, Airpush and others: What steps do you take to ensure the customer feels supported when you don’t have an immediate answer to their question?.

What steps do you take to ensure the customer feels supported when you don’t have an immediate answer to their question?

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What steps do you take to ensure the customer feels supported when you don’t have an immediate answer to their question?

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