You may know the exact cause and answer to a customer's question but you can't guarantee that the answer will actually solve the problem or if the customer followed your directions correctly. In most categories, the process of solving a problem requires trying multiple troubleshooting answers to (1) diagnose the problem (2) solve the problem. If a customer gets upset when the first answer didn't work, let the customer know that you needed to try that first answer in order to eliminate possible causes to the problem and move on to the next answer.
Bonus Tip: Don't forget to mark your answers as answers so customers can give you a 5-star after you've answered their question.
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