MediumBehavioral

What did you do when a customer asked a question you couldn't answer?

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Palo Alto Networks

1Give yourself 5 minutes

2Answer out loud, not in your head

3Then compare with the answer below

Reference answer

When faced with a question I couldn't immediately answer, my approach is to first understand the customer's core need and the context of their inquiry. Then, I'd offer any immediate, partial information that could alleviate their concern. Crucially, I would follow up by taking this feedback to my team to ensure we can provide a more comprehensive answer or improve our customer communication moving forward.

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