How should team members respond if they do not know the answer to a customer’s question?

When team members encounter a question from a customer that they do not know the answer to, the most appropriate response is to politely acknowledge their uncertainty and seek assistance from a supervisor or a more experienced colleague. This approach ensures that the customer receives accurate and helpful information, which is crucial for maintaining a high standard of service.

Acknowledging uncertainty demonstrates honesty and fosters trust with customers, as it shows that the team member values providing correct information over giving an incorrect or misleading answer. Seeking help from someone more knowledgeable also promotes teamwork and reinforces a culture of support among staff. This response not only helps the customer but also aids the team member in learning and growing from the experience, ultimately enhancing their ability to serve future customers effectively.

In contrast, guessing the answer may lead to misinformation and could undermine the customer’s trust, while ignoring the question leaves the customer feeling unvalued and frustrated. Asking the customer to figure it out themselves is not considerate and reflects poorly on the customer service experience, which is fundamental to Raising Cane's commitment to outstanding service.