How should you handle a situation where you do not know the answer to a customer's question?

When faced with a situation where the answer to a customer's question is unknown, directing them to someone else who can help is the most appropriate response. This approach demonstrates professionalism and a commitment to customer service. By guiding the customer to a knowledgeable colleague or department, you not only ensure they receive accurate information but also show that you value their inquiry enough to seek the best possible resolution.

This method fosters trust between you and the customer, as they can see that their needs are being prioritized. It also maintains the integrity of the customer service experience; rather than attempting to provide an incorrect answer that could lead to further confusion, this approach emphasizes collaboration and support.

Providing incorrect or inaccurate information, as implied in the first option, can lead to misinformation and negatively impact customer trust. Admitting a lack of knowledge, while seemingly straightforward, does not actively solve the customer’s issue without the follow-up support of a more knowledgeable individual. Thus, while it's important to be honest about your limitations, this should be accompanied by a helpful direction to ensure the customer's experience remains positive.