What should a representative do if they do not know the answer to a customer's question?

When a representative encounters a question for which they do not have an answer, the most appropriate course of action is to admit ignorance and seek to find out. This approach demonstrates honesty and integrity, which are vital components of effective customer service. By acknowledging that they do not have the information at that moment, the representative builds trust with the customer, showing that they value the customer’s inquiry.

Additionally, taking the initiative to find the correct answer or directing the customer to someone who can provide assistance is crucial in ensuring customer satisfaction. This not only resolves the customer’s issue but can also enhance the overall experience because the customer feels heard and valued.

The other options do not serve the goals of good customer service. Guessing could lead to misinformation and erode trust, changing the subject avoids addressing the customer's concern, and telling the customer to call back later can be seen as dismissive. Therefore, seeking to find the answer is the most responsible and customer-focused action.