What is the best way to answer customer questions about your company's policies?

1 Know your policies

The first step to answering customer questions about your company's policies is to know them inside out. You should familiarize yourself with the most common policies that customers might ask about, such as shipping, returns, privacy, security, and billing. You should also know where to find the official documentation of your policies, such as on your website, in your contracts, or in your FAQs. Having a solid knowledge of your policies will help you provide accurate and confident answers to your customers.

2 Explain the reasons

The second step to answering customer questions about your company's policies is to explain the reasons behind them. Customers might not always agree with or understand your policies, so it is important to show them the logic and benefits of your policies. For example, if a customer asks why you have a strict cancellation policy, you can explain that it helps you manage your inventory, avoid waste, and offer lower prices. Explaining the reasons behind your policies will help you build trust and credibility with your customers.

3 Use simple language

The third step to answering customer questions about your company's policies is to use simple and clear language. Avoid using jargon, acronyms, or legal terms that might confuse or intimidate your customers. Instead, use plain and friendly language that is easy to understand and follow. For example, if a customer asks how you protect their personal data, you can say that you use encryption, firewalls, and password protection, rather than technical terms like SSL, HTTPS, or hashing. Using simple language will help you communicate effectively and respectfully with your customers.

4 Offer alternatives

The fourth step to answering customer questions about your company's policies is to offer alternatives or solutions if possible. Sometimes, your policies might not suit the needs or preferences of your customers, so it is helpful to show them that you care and that you are willing to help them. For example, if a customer asks if they can return a product after the deadline, you can say that you cannot accept the return, but you can offer them a discount on their next purchase, a store credit, or a referral to another product that might suit them better. Offering alternatives will help you create a positive and memorable customer experience.

5 Be consistent

The fifth step to answering customer questions about your company's policies is to be consistent across all channels and agents. You should make sure that your policies are clearly stated and updated on your website, social media, email, chat, phone, and any other communication platforms that you use. You should also train your customer support team to follow the same guidelines and scripts when answering customer questions about your policies. Being consistent will help you avoid confusion, frustration, and complaints from your customers.

6 Follow up

The sixth and final step to answering customer questions about your company's policies is to follow up with your customers. You should always thank your customers for their questions and feedback, and ask them if they need any further assistance or clarification. You should also send them a confirmation email or message with a summary of your conversation and a link to your policies. Following up will help you show your appreciation, reinforce your policies, and encourage repeat business.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?