A Note to Customer-Facing People
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.