A Note to Customer-Facing People

For Immediate Release:

Dateline: East Greenwich, RI

There’s a difference between legitimately not knowing the answer to a customer or client’s question, and simply demonstrating that you don’t care. (We used to call this TNMJ: That’s not my job.)
In escalating order:
I don’t know.
I’m sorry, I don’t know.
I’m sorry, I don’t know, but I’ll try to find out.
When that’s not happening, it’s management’s fault.

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source http://www.expertclick.com/NewsRelease/A-Note-to-CustomerFacing-People,2023298252.aspx

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