What should representatives do when they do not know the answer to a customer’s question?

When representatives do not know the answer to a customer's question, seeking help from a knowledgeable source while reassuring the customer is the most professional and effective approach. This method demonstrates commitment to providing accurate information, which is crucial in customer service.

By reassuring the customer, the representative fosters a positive interaction, showing that they value the inquiry and are dedicated to finding the correct solution. This transparency builds trust and enhances the overall customer experience. Consulting with a knowledgeable source ensures that the information given to the customer is accurate and reliable, which is essential in maintaining the company's credibility and the customer's satisfaction.

Choosing to guess or provide an answer without adequate knowledge can lead to misinformation, potentially causing confusion or frustration for the customer. Ignoring the question or telling the customer they are wrong undermines the customer’s concerns and reflects poorly on the customer service experience. Therefore, the approach of seeking assistance while reassuring the customer is the most effective strategy in dealing with situations where representatives lack immediate answers.