Do you politely direct a customer to the FAQ if all their answers are there, or go through the answers with them?

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Company policy expects us to comply with anything the customer asks for. This means giving them every single answer they're looking for, even if it's in our FAQ.


Depends how technical the product is and the sentiment of the customer when they come to us. If the instructions are such that the customer will come back to you anyway because they need it broken down even further we create macros that go through the answers. Sometimes people just want a person to tell them what to do.. in that case use a customized macro.
But also depends on the channel of communication phone, email or chat.

It depends on who the customer is. If it's an old person, I help them out, if it's a younger person who I know can go through our FAQ, I drect them to it.

It is important to be polite and professional when responding to customer inquiries. In this case, it may be best to politely direct the customer to the FAQ page if all of the answers they are looking for are there.

It is always beneficial to offer some further information on the topic or answer any questions that may have been raised in their inquiry. This allows for customers to feel heard and will make them more likely to refer back to the FAQ page in the future. Additionally, providing additional details and facts can help guide customers in making informed decisions.

It depends on the customer. When providing this additional information, I try to use language that is easily understood by a wide range of audiences and I try to provide full answers that provide more depth than simple phrases or commands. Doing so will ensure that customers fully understand what is being communicated and can utilize the given information in a meaningful way.

Who has the time to give people all the answers? I just send them the link to our FAQ and if they have any further questions they're free to reach back out.

I go over the answers with him and when I finish answering everything I tell him that most of those answers were in the frequently asked questions, but that we are here to help him, which will make him check first next time.

I direct you to the frequently asked questions, we have a lot of traffic to waste time with people who do not review well.

There are many questions that are repeated a lot in our work, so we have carried out surveys among ourselves to find out which questions should be answered automatically and we have worked so that when the client enters the customer service area, the first thing they see are the frequently asked questions and In this way, our work has become more professional, in the sense that the questions are directed mainly to more technical things.

What I do is I tell him, this question is in the frequently asked questions and a frequent answer is, and there I explain it again but I always make it clear that the answer is there.

There are clients who get offended when you direct them to the frequently asked questions so it's something I usually avoid, what I do is tell them at the end if I notice a good relationship if I don't avoid saying so.

It is very important to make them see that the questions are answered directly and automatically, but at the same time you have to be very careful because the person can be easily offended, so what I do is that I measure the size of the problem that the person has to issue any advice like that.

We have an AI chatbot that usually filters out those people. When they get through anyway, we are required to answer all their questions directly and not redirect to the FAQ. It's hard to suggest they "read the FAQ" without sounding a little condescending, so we use it as a chance to build rapport instead.

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