If you cannot help a customer with a request, what should you do?

When you cannot assist a customer with their request, suggesting where they might find help is the most proactive and customer-friendly approach. This demonstrates an understanding of the customer's needs and a willingness to guide them in the right direction. By providing referrals or directing them to appropriate resources, you maintain a positive relationship and help ensure that the customer feels valued, even if you are unable to fulfill their specific request yourself.

This strategy also reinforces effective customer service principles, as it emphasizes a commitment to finding solutions and addressing customer concerns, which can enhance their overall experience. In contrast, indicating that it is not your department may come off as dismissive and could leave the customer feeling frustrated. Not mentioning a competitor is advisable in maintaining professionalism, but it does not provide a solution to the customer's immediate needs. Calling your boss might be appropriate in certain situations but is often unnecessary for common inquiries, and could further delay the assistance the customer requires.