Customer service is everyone’s responsibility. In retail, airports, hospitality, and any customer-facing role, the moment you say “I’m not sure” is a fork in the road. You can either lose trust, or you can take ownership and earn it.
This article shows what not to do, what to do instead, and ready-to-use phrases your team can learn fast.
Two Real Examples of Poor Customer Service (and What They Teach)
1) “I don’t think so…”
A customer asked a department store assistant: “Do you sell Diesel jeans?”
The response: “Hmmm… I’m not sure. I don’t think so.” Then she pointed vaguely to another area.
Why this fails
- It’s uncertain and unhelpful.
- It forces the customer to do the work.
- It signals disinterest, not service.
- The staff member stays uninformed, so the next customer gets the same poor experience.
What great service would look like
- Confirm the answer quickly by checking stock systems, signage, or asking a colleague.
- If the answer is no, offer a helpful alternative: “We don’t stock Diesel, but we do have similar fits from X and Y. If you’d like Diesel specifically, store Z nearby carries them.”
2) “You could ask the manager…”
At Doha Airport duty-free, a customer asked for a specific perfume brand.
The assistant said he worked in wine and spirits, walked the customer partway toward perfume, then stopped and said: “You could ask the manager,” pointing at another staff member and leaving.
Why this fails
- The customer has to repeat their question.
- The handoff is incomplete.
- It wastes time and breaks the sales flow.
- It’s a missed opportunity to create a positive impression.
What great service would look like
A proper handover takes seconds:
- “Hi Terry, this customer is looking for Obsession. Can you help them find it?”
That’s ownership, and it protects the customer’s time.
The Best Way to Respond When You Don’t Know
Customers don’t expect you to know everything. They expect you to help.
Use this simple 3-step formula
- Acknowledge: “Good question.”
- Take ownership: “Let me find out for you.”
- Follow through: check, ask, walk them over, or call someone over.
What to Say Instead (Scripts Your Team Can Copy)
If you can check quickly
- “Let me check that for you. It’ll take a moment.”
- “I’m not certain, but I can confirm it right now.”
If another team member knows
- “I’ll get the right person for you.”
- “That’s handled by our fragrance team. I’ll introduce you to someone who can help.”
If you need to hand off
- “Hi Alex, this customer is after Diesel jeans in a slim fit. Can I leave you with them?”
- “Hi Terry, they’re looking for Obsession perfume. Could you show them where it is?”
If the answer is no
- “We don’t stock that brand here, but we do have similar options like X and Y.”
- “We’re out of stock today, but I can check other locations or suggest the closest place that carries it.”
The “Do” and “Don’t” Checklist
Do
- Take responsibility for the question.
- Find the answer or the right person.
- Walk the customer to the solution, not point at it.
- Complete the handover so the customer doesn’t repeat themselves.
- Learn from the question so next time you’re faster.
Don’t
- Say “I don’t think so” and stop.
- Send the customer elsewhere without context.
- Half-walk them over and disappear.
- Treat helping as “not my department.”
Why This Matters for Sales and Brand Reputation
Small moments shape how customers describe your business. When staff sound unsure or disinterested, customers feel dismissed. When staff take ownership and make it easy, customers feel valued, and they buy more often.
Quick Training Tips for Managers
If your team struggles with this, train to these behaviors:
- “Own the question” is the standard.
- Teach a few approved scripts (above).
- Role-play handovers until they feel automatic.
- Reward staff who complete handoffs and solve problems.
- Make product knowledge easy to access (quick reference, internal search, stock lookup).
FAQ: Answering Customer Questions You Don’t Know
Is it bad to say “I don’t know”?
Not if you follow it immediately with ownership: “I don’t know yet, but I’ll find out right now.”
What if I’m busy?
Acknowledge and set an expectation: “I can help. Give me two minutes and I’ll get the right person.”
What if the customer needs another department?
Introduce them and summarize the request so they don’t repeat themselves.
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