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A Note to Customer-Facing People

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.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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