How can I tell a customer you don't have the product they are asking for? Do I tell them that I will order the product?

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cawells1 | College Teacher | (Level 1) Adjunct Educator

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Providing the best customer service is valuable to retaining customer loyalty even if you cannot offer a requested service or product. Depending on the company’s policy there are several responses you can offer to the customer.

First, apologize to the customer for the inconvenience and then consider the below options:

  1. If your company has multiple locations, offer to contact another store to see if the requested product is available and set it aside for the customer to pick up.
  2. Offer a reasonable substitute for the product (if available). Let the customer decide if he/she would like to accept the substitution. If no product substitution is available or acceptable for the customer, decide if you can order the product for the customer to have shipped to the customer’s preferred address or to a local store for customer pick up.
  3. If your company does not have multiple locations and you cannot complete a special order, apologize to the customer for the inconvenience. Verify if there is a shipment on the way to the store, and tell the customer when the shipment will arrive.

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