How to Answer: What do you do when you don't know the answer to a client's question?
Advice and answer examples written specifically for an Electrical Engineer job interview.
3. What do you do when you don't know the answer to a client's question?
How to Answer
Many interviewers ask tough questions not to see if you know the answer but to see how you react under pressure. Your answers can help them better understand how you approach resolving clients' questions or complaints and your knowledge of common conflict resolution strategies. Companies in all industries need to interact with their customers and clients and keep them happy. These interactions happen across several channels - in person, over the phone, via email or chat, and over social media. Think about a previous experience with a difficult or angry client or a time when you were asked a challenging question and didn't have an immediate answer. Use these situations to help you develop your answer. If the interviewer asks for a specific example, explain the situation in as much detail as possible and try to keep your response positive.
Written by Sue Oberliesen on November 18th, 2021
Answer Example
"When I don't know how to answer a client's question, I first apologize, as this is uncommon for me. I think it's important to be honest and not try to make something up on the fly. If I have some time, I'll perform additional research to try to find the answer or ask a coworker if they're available. If I still can't find an answer, I'll escalate the question to my supervisor. After my interaction with the client, I spend time later that day learning about the topic so I can make sure I have a solid answer the next time the question arises."
Written by Sue Oberliesen on November 18th, 2021