Customer Service Answers Not Questions

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customer service answers

Customer Service Answers Not Questions

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What is the absolute best customer service action? Often it is about being able to supply the answers before the customer knows the question. Are you delivering customer service answers?

The ABC’s of customer service tell us that customer service is about a feeling. It is perception, expectations, and highly subjective.

Two Paths

There are often two paths. The first path is addressing questions and problems from the script.

When in doubt, you supply the same answer in a different way hoping to satisfy the customer need.

This is commonplace for chat help. The highly trained but not highly skilled agent follows the flow chart and waits for your next input.

The better, but much more difficult path is providing timely and valuable information to the customer before the question arises.

Thanks for visiting us again. The elevator is just around the corner to the right, restrooms are on the left. 

After you turn it on, you’ll hear a beep. The beep is normal and means it is working correctly.

You’ll see a new feature on your screen. It is an upgrade we’ve been working on for a the past year. 

No, it isn’t rocket science or magic. Done properly, providing answers before the question can significantly improve the subjective nature of any transaction.

Customer Service Answers

Here are a few tips to consider for providing answers before the question arises:

  1. Analyze frequently asked questions. What are customers wondering or curious about? Think, what will they need next. Not just now, but next.
  2. New features or design. Change is often a surprise. Surprises can make customers start to lack trust. Identify for them what to expect and when.
  3. Link and leverage. Listen carefully to how they are using the product or service. Connect them with offerings that compliment or leverage their needs.

When you provide customer service answers before the question is asked your service will be valued and respected.

Answering questions is valuable. Providing answers before the question, amazing.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten RespectNavigating A Multigenerational Workforce. Reach him through his website at or by calling +1 646.546.5553.

Dennis Gilbert on Google+

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