Providing help to customers and potential clients is important, but for some tricky customer questions, thereโs just no way to respond positively, right? Not so fast! The next time you feel a negative response on the tip of your tongue, try these three alternatives to common dead-end statements:
Dead end: โSheโs unavailable.โ Alternative: Offer to take a message. Donโt make customers ask for help โ offer it before they have the chance! When the person your customer needs to reach isnโt available, always build a positive alternative into your reply:
โMary is in meetings this afternoon, but Iโll be happy to take a message and ask her to get in touch with you!โ
Dead end: โI donโt know.โ Alternative: Help find the answer. Sure, itโd be great if you knew the answer to every question, but customers are more likely to be impressed by your eagerness to help than your ability to recite information. If you donโt have an answer, donโt sweat it! Instead, assure your customer youโll look for the answer:
โThatโs a great question. Iโll be happy to find the answer for you!โ
โThank you for your question! Iโd love to research an answer and get back to you later today. May I return your call this afternoon?โ
Dead end: โSo-and-so handles that.โ Alternative: Put your customer in touch with the right person. Donโt shrug a customer off just because you arenโt the best person to help in a particular situation. Instead, tell your customer where they can find the help they need, and then help them get there:
โA member of our sales staff would be delighted to help you! Iโll connect you with sales now.โ
This works even if you donโt know where your customer needs to go:
โGreat question! Iโll find the best person to answer it!โ
โIโll be happy to find the best person to help you, and have that person return your call.โ
Bottom line: Thereโs no reason to respond to a customerโs question with a dead-end statement. If you put your mind to it, you can always find a way to help!
