What should an employee do if they do not know how to assist a customer with a product question?

When an employee is unsure how to assist a customer with a product question, seeking assistance from another employee is the most appropriate and effective course of action. This approach not only ensures that the customer receives accurate and reliable information, but it also demonstrates the company's commitment to excellent customer service. Utilizing the knowledge and expertise of colleagues fosters a supportive team environment and encourages collaborative problem-solving.

By asking another employee for help, the employee can quickly obtain the right information, which ultimately benefits the customer and reflects positively on the organization. This collaborative effort helps maintain customer satisfaction and trust in the company's ability to provide assistance.

In contrast, making an educated guess or redirecting the customer to online resources may lead to providing incorrect information or leaving the customer without support, which can negatively impact the customer’s experience and perception of the company. Ignoring the question is also detrimental, as it fails to address the customer’s needs and can lead to frustration. Therefore, seeking help from another colleague is the best practice in such situations.