October 24, 2011

I Have No Idea

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“I Have No Idea”Really?
Mirage Hotel in Las Vegas. I ask “I notice you no longer carry the orange Mirage hat. What’s the scoop”“? Answer “I have no idea.”

Not exactly what you want to hear when you ask a customer service person a question.

Of course she has an idea! Saying you don’t is a lazy way of trying to avoid the work involved to answer the question. It’s a brush-off and a de-dazzler of ultimate proportions.

Here are some options when you don’t know the answer.

Remember, above all you want to acknowledge and validate the question being asked. It’s a good question. An observant one. An insightful one. Well done customer for asking it.
1. “Gee I’m afraid I don’t know. Let me check into that for you.”
2. “Wow, I’ve never had that question before. I don’t have an answer for you but let me look into it and get back to you.”
3. “That’s a great question. I will get the answer for you as soon as I can.”
4. “I think I know, but let me check to be sure.”
5. “I wondered that myself. Let me get the answer for you.”
6. “Sorry, I guess we are all sold out. Let me check our inventory.”

However you say it, make the customer feel you are interested in their question and that you care about getting them an answer.

And don’t be ashamed to admit you don’t know.

It’s ok not to know.

It’s NOT ok to say you “have no idea”.

Cheers,
Roy


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Posted 10.24.11 at 05:00 am by Roy Osing | Read Comments (0) | Leave a Comment