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I know the question might sound really easy to answer, but there are no employees that are willing to admit that they don't know. They are afraid that the employer will get mad and maybe fire them while this is not true at all. I rather having an employee that tells me that there's something that goes beyond his or her knowledge than promise a product or service to a client that we don't provide or won't be able to deliver. So how do I encourage my employees to say "I don't" and make them believe that's ok? Any suggestions?

Thanks

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3 Answers

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Micaela,

One of the primary factors in customer retention and high metrics responses in customer service activiies is the 'trust' and 'reliability' the customers feel after an inter-action.

Your employees need to be trained to respond with responses that encourage those feelings. Using the right words is very important.

When faced with a question from a customer that should be answered with 'I don't know...' some responses that can be used are:

"Mr Jones, that area is not as familiar to me as I would like, please tell me exactly what you need and I will make sure to get it for you..."

"Mr Jones, that is an issue that I have never dealt with, thank you, I'll get the answer for you......."

"Mr Jones, your question really involves the ('It dept, or Sales, or Delivery, John Jones, etc). Would you like me to get your answer for you, or would you prefer to speak with (the department, person, etc.)

Key is to have the employee 'take ownership' of the issue, and align themselves with the customer in their pursuit. The 'I'm on your side approach.'

Hope this helps

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you always have great answers! thank you for replying. – Micaela Parrish Feb 25 at 19:47
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The short answer is yes, but the main reason is why?. Well, for starters, your employees telling you or asking you if they don't know about a particular issue has to be a requirement when you hire them. If they promise to deliver something and then you don't, YOUR business will pay that bad reputation.

It's hard to mend a relationship with a client that started with the left foot, don't you think?. So when you see an employee doing this, just set up a staff meeting and let them know what's been going on. Say it loud and clear: Say I don't!.

They might think you are crazy for a while, but as you explain the reasons they won't have other choice than agreeing with you. Misinformation can cost you a lot.

Hope it helps

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Lead them by example. Show them it's OK to say I don't know. If you think they don't know then press the point with them to get them to say I don't know. Don't leave questions open ended i.e. "Do you know what to do?", the answer back will probably be "Err Yes". Phrase the question something like this, "So how are you going to tackle the problem?", this way they have to explain it and if they don't know then keep going until they have no choice but to say I don't know or I don't understand.

The key is the question. Don't ask a question where the answer can be yes or no. After time they will learn that you'd rather them say I don't know.

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