The situation
A customer emails the online store:
“Hi, I’m looking at the Nexus-brand 1.7L kettle (NR-KT17). Is it suitable to boil for a long time for sterilising baby bottles, and what’s the warranty? Couldn’t find it on the site.”
You don’t know the answer off the top of your head.
Your role
You handle online enquiries. Find a reliable answer before you reply, then write a clear, accurate response that follows our Customer Charter.
A good approach
- Don’t guess. Customers rely on what we tell them, so check first.
- Find a trustworthy source. Look on the product page, supplier specs, or the warranty terms; if it’s not there, ask the product team or your Team Leader. Note where your answer came from.
- Confirm the key facts — the boil capacity/safety guidance and the warranty period.
- Write the reply — answer both questions plainly, link to where they can read more, and offer to help further.
- Be honest about limits. If something isn’t recommended (e.g. extended boiling), say so kindly and suggest a safer option.
Good-practice tips
- Quote facts accurately — double-check figures like the warranty length.
- Keep it friendly and jargon-free.
- If you can’t verify something, say you’ll check and follow up rather than making it up.
Reflect
- Which sources would you trust, and which wouldn’t you?
- How would you keep a record of the answer so a colleague could reuse it?
- See Finding and updating information in Nexus systems.