Question

A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?

Option 1: Provide an estimate based on your best guess
Option 2: Direct the customer to check the official website for accurate information
Option 3: Apologize for the lack of knowledge and offer to find the answer promptly
Option 4: Suggest the customer ask someone else in the office

Answer 1

The best option when a customer asks for a deadline you are unaware of is to apologize and offer to find the correct information promptly, ensuring accuracy and maintaining excellent customer service.

Step-by-step explanation:

When a customer inquires about the deadline to file a permit application and you are unsure of the answer, the best approach is to choose Option 3: Apologize for the lack of knowledge and offer to find the answer promptly. Providing an estimate as in Option 1 could lead to the dissemination of incorrect information, which might have serious consequences for both the customer and the company. Guiding customers to the official website (Option 2) may be helpful, but it doesn't show proactive customer service. Suggesting they ask someone else (Option 4), may pass the responsibility and clutter the service experience. Instead, a commitment to find the correct information and to follow up personally will ensure accurate communication and maintain trust in the customer service provided.