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What should I do if I'm asked a question during a training session and don't know the answer?

People come up with some excellent questions and comments asking for an opinion for which you have no easy answer. Sometimes you just don’t know. Sometimes, it’s possible to find the answer if you had the time to research. Or sometimes, the answer is complex and might depend.

Don’t try to provide answers if you don’t know the answer. It’s fine not to know. It’s NOT fine to try to fake your way through it, because they WILL know, and you’ll destroy any credibility you have.

One option you have is to say: “I’m not sure”, or “I haven’t really thought about that, but it’s a good question”, and then throw it back to the group: “What do others think?

Remember that your group may have over a hundred years of collective experience dealing with customers, and may have suggestions or solutions you (and I) wouldn’t know or consider.

Note: This is from our Leader's Manual For Defusing Difficult and Angry Customers

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