As a customer service representative do you get angry when a customer asks you a question that can be answered at the F.A.Q. of the company website? Did you know that many customers are not even aware of the F.A.Q. section? Instead of becoming frusterated and expending negative energy, why not simply answer the customer's question and move on? Don't be like me and give customers "homework". (I felt very guilty about it...
Service Untitled offers his thoughts on this:
"When you answer the question (without being rude to the customer) everyone is happy and the customer will be happy that he or she received a response (that was hopefully helpful). Customer should never have to do homework and find an answer (especially if they ask you)."
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