The most frustrating thing to hear when you need help anywhere is “I don’t know”. I learned during my time doing a temp-job as a phone customer service rep to never say “I don’t know”, the best thing is, “I’m not sure of that answer, but if you will hold on I will find it for you, or someone that knows.” Take charge folks!!!
| MOSCOW – The mayor of a Siberian oil town has ordered his bureaucrats to stop using expressions such as “I don’t know” and “I can’t.” Or look for another job. |
| Alexander Kuzmin, the 33-year-old mayor of Megion, has banned these and 25 other phrases as a way to make his administration more efficient, his spokeswoman said Tuesday. |
| “It’s a suggestion to the staff that they should think before saying something,” Oksana Shestakova said by telephone. “To say `I don’t know’ is the same as admitting your helplessness.” |
| To reinforce the ban, a framed list of the banned expressions has been hanging on the wall next to Kuzmin’s office for the past two weeks, Shestakova said. |
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Rants
1Ogre
wrote on 5 September 2007 at 10:36
Oh, I don’t know if that’s the most frustrating phrase…
2Bill
wrote on 5 September 2007 at 11:03
Agreed! I like the mayor’s approach to changing inputs to drive a different outcome. “I don’t know” is always the lazy way out! It’s good to see some good old customer service being encouraged.
3Trelaina
wrote on 6 September 2007 at 5:39
The other “DO NOT SAY THIS” phrase is “you have to…”.
Your customer doesn’t HAVE TO do anything!
4Jo
wrote on 6 September 2007 at 5:43
I have a friend at work who walked out of a store and has not gone back because an employee wouldn’t help her without an attitude attached to it. I have complained because of it myself at the same store — nothing changes until we all as customers, no matter the service needed or where, stands up and demands better treatment.