When answering this question, emphasize your ability to stay calm and composed under pressure. Explain that you would acknowledge the customer's question and assure them that you will find the answer. Mention the importance of using available resources, such as consulting with colleagues, checking the company's knowledge base, or escalating the issue to a supervisor if necessary. Provide a specific example from your past experience where you successfully handled a similar situation.
Example: "In my previous role, a customer asked a technical question about their utility bill that I wasn't immediately able to answer. I calmly informed them that I would need to look into it further and promised to get back to them as soon as possible. I then consulted with a senior colleague and reviewed our internal resources to find the correct information. I followed up with the customer within the hour with a detailed explanation, and they appreciated the thorough response."
Stand out from the crowd with video applications! Make your video applications in minutes and show the real you.