Question

If a client asks a question about a known issue and you do not immediately remember the resolution to the issue, what course of action should you take?

A. Do not type anything until you have the correct information, even if it takes a couple of minutes.
B. Ask the client if they can hold briefly while you gather the correct information for a resolution to their issue, then go retrieve the information from the known issue board in Salesforce to send to the client.
C. Let the client know you are getting a supervisor and raise a flag.
D. Let the client know you will need to transfer them to product support for assistance with their issue, then transfer the client.

Answer 1

When facing an unknown resolution to a client's issue, the best approach is to politely ask for a brief hold to retrieve the necessary information from Salesforce, while remaining calm and focusing on solving the problem effectively.

Step-by-step explanation:

If a client asks a question about a known issue and you do not immediately remember the resolution, the best course of action is to kindly ask the client if they can hold briefly while you retrieve the necessary information for a resolution. During this time, you should access the known issue board in Salesforce or consult your resources to get the accurate information. This approach is professional and respects the client's time while ensuring they receive correct assistance. It's imperative to stay calm and focus on solving the problem, not blaming any party involved.

In any situation where a resolution cannot be promptly provided, providing your contact information for follow-up or transferring to a knowledgeable party, such as product support, may be necessary. However, doing so with tact and clear communication can maintain the client's confidence in your service. Remember to log any significant interactions and solutions found for future reference and to assist your colleagues or replacements.