According to consumers, customer service agents failed to answer their questions 50% of the time - Harris Interactive
If you are serious about providing great customer service, you will always want to answer your customer’s questions. The goal for this metric should be 100 percent. Imagine you were in a relationship with someone who only answered your questions half the time - danger, madness, breakup, doom. Unfortunately, non-answers have become industry standard, as companies try to obfuscate rather than inform. The only thing you gain with communication policies like this is angry former-customers and brand damage.
Here are 3 ways to improve your answers:
Answer the question asked of you. Your answer can be tactful, respectful, polite, funny, detailed, but it must address the question head on. If I want to know if I can add bacon to that, please tell me yes or no.
Offer to give me the details after your answer. Giving me a bunch of reasons without a definite answer is maddening and makes me feel like you’re just wasting my time. Telling me no without giving an explanation is terse and makes me feel less than human.
Study. You should know what you’re talking about, but if you don’t, please tell me and excuse yourself to find the answer or connect me with someone else. If you don’t know, don’t be content with leaving the conversation unresolved. “Staring” at someone in person, in chat, or on the phone is always uncomfortable. So….
Your customers don’t have the time or patience for non-answers and deflection - most likely you’ve already messed up, so start making it better, fast.