“According to consumers, customer service agents failed to answer their questions 50 percent of the time.” - Harris Interactive
You respond to questions with answers. Certainly, you think this would be common sense, but research shows that companies are much more interested in deflecting rather than providing true service. Everyone has had this experience. There’s a problem with a product or service, you make a phone call or send an email, only to get some jargon about policy. It’s clear they haven’t heard you, that they don’t want to really listen, and that they can’t help you at all. This is a huge waste of money and time for everyone.
If you pay a call center to enrage 50 percent of your customers, it’s a bad investment.
The best practice is to communicate honestly and politely, making every effort on behalf of the customer to clearly understand and communicate their issue. Policies are guidelines and every person deserves to be heard. Even if you can’t offer a favorable outcome, at least you answered their question, provided service, and gathered valuable feedback.