A rewards member calls in asking about an advertisement for a product they saw on TV. When you ask them about the product, they tell you they can't remember what it was called. What do you do?
A. Ask for a description of the product and search the internet for what they describe.
B. Find a team member that is more experienced than you and pass the call to them to help the customer.
C. Tell the customer you can't help them with their questions without the name of the product.
Answer (2)
To assist a customer who can't remember a product's name, ask for a description and search for it online. If you're unable to assist, consulting a more experienced team member can also be beneficial. Avoid saying you can't help without the product name, as this may frustrate the customer. ;
To help a customer who can't remember a product's name, ask them for a description and use it to search online. If needed, consult a more experienced team member while avoiding dismissive responses. This approach ensures the customer feels valued and heard.
;
