How can employees give knowledgeable responses to customers' questions?

Question

What will be an ideal response?

Answer 1

Employees who come into contact with customers should be knowledgeable about their
organization's products and services, as well as its policies. When customers ask questions,
give them a timely answer. If you don't know the answer, tell the customer that you will find out
and call back with the answer. Don't let that promise be "lip service." If you say that you will
get information for a customer, do it as soon as it is feasible to do so. Here are some ways you
can give knowledgeable responses to customers and clients:
a) Familiarize yourself with the products and services your organization offers.
b) Know the functions of key departments and personnel to whom you can refer a customer or
client.
c) Have copies of pertinent organization information, such as brochures, fliers, and catalogs,
available for your reference.
d) Familiarize yourself with your organization's website and the links that give information that
would be helpful to a customer or client.
d) Provide specific information such as dates and costs.