If a customer has technical questions about a product, what should you do if you're not familiar with it?

Transferring the call to someone knowledgeable is the most appropriate action when faced with a customer's technical questions about a product that you are not familiar with. This approach ensures that the customer receives accurate and reliable information, which is crucial for building trust and satisfaction. When a customer reaches out for assistance, they expect to interact with someone who can provide the correct guidance and support. By connecting them with a knowledgeable colleague, you demonstrate a commitment to customer service and the importance of effectively addressing their needs.

This tactic also helps to minimize confusion that could arise from providing incorrect information. Ensuring that the customer speaks with the right person fosters a positive experience and reflects well on the organization's dedication to customer care.