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The Art of Saying I Don't Know

By mattie289404 ·
I'm sure all of you, as I have, been in a situation where you were tasked to do something and had know idea how to do it..let me give a scenario I will soon be in and let me know how you would handle it. You're on a call to fix a home computer. You arrive, troubleshoot, and have no idea why its doing what its doing. So how do you gracefully relay to the customer that you have no idea? Share your own situations please. I'm not good at it, I say I don't know and have been criticized for it. It's like people expect you to lie?

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The correct answer is,

by CharlieSpencer In reply to The Art of Saying I Don't ...

"I don't know, BUT I'LL FIND OUT."

If it's a home computer, you may have to take it off site to where you have access to better resources. Travel time from and back to the site should definitely not be charged back to the customer.

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When I was in R.O.T.C.

by NotSoChiGuy In reply to The correct answer is,

That was exactly what you were supposed to say in the event you didn't have the proper answer during inspection....

"Who is 10th in order of succession for the presidency"

"I do not know, but I will find out, sir".

Giving a B.S. answer resulted in more points being detracted than did admitting you didn't know.

I find the same holds true in the business world. Typically, when you're trying to snow someone, they can tell. Better to be honest from the get go; and earn some consumer trust.

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Of course that was the answer.

by CharlieSpencer In reply to When I was in R.O.T.C.

Where do you think I learned it? :-)

Well, OCS, not ROTC.

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I agree

by Router boy In reply to The Art of Saying I Don't ...

100% with Palmetto. There are are many ways you can word such as " I will have to research this a little further and get back to you" or as Palmetto stated " I dont know but I will find out and get back to you".

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Thanks its a landslide

by mattie289404 In reply to I agree

Thanks I appreciate the input. "I don't know, but I will research it and find out" is the offical winner and what I will say..thanks again.

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The three most important things your client wants to hear right now

by NickNielsen In reply to The Art of Saying I Don't ...

"I've never seen this before and will have to do some research"

"I'll be back as soon as I have the information I need to fix the problem."

"No, you will not be billed for the research time."

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Not Billed

by mattie289404 In reply to The three most important ...

Oh yea,
"You won't be billed for the research time"
That's probably the only part the customer will hear ..I could say "Oh and on the way in I accidently ran over your dog" and they wouldn't even hear it..haha

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The art of saying I don't know

by boxfiddler Moderator In reply to The Art of Saying I Don't ...

is a lot like the art of saying I'm sorry.

For some reason, blunt and to the point doesn't cut it.


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