When you don’t readily have the answers the customer is looking for, there are steps you can take to still get the job done:

• Look it up – if they are referring to other communication they’ve had with support, that should be in front of you from the start of the conversation. If it isn’t, you should find it immediately. If something they refer to is integral to meeting their satisfaction, but it’s something you don’t know much about, research it immediately.
• Ask a colleague – If you’re unable to get the information you need to satisfy the customer, try asking a colleague.
• Escalate – when you cannot get the information from the system, an internet search, or a colleague close by, then see if you can refer the customer to someone who can help them.