If a staff member is asked for a policy deadline and you do not know the answer, what should you do?

• A. Tell the person what you think the answer might be.
• B. Refer the person to your supervisor.
• C. Say that you are not allowed to give out that information to the public.
• D. Inform the person that you don't know but you will do your best to find out.

Answer: (D)

Being honest about what you know and taking action to obtain the correct information is crucial in customer service. If someone asks for a policy deadline and you don’t have the exact answer, the best approach is to acknowledge that you don’t know the deadline and commit to finding out. This shows integrity and ensures the information you share is accurate, which protects both the organization and the person asking. After you say you’ll look into it, check the official policy documents, intranet, or ask a supervisor or colleague who handles deadlines, then return with the precise date and any needed details. This sets the right expectations and demonstrates initiative, rather than guessing, deflecting, or citing irrelevant restrictions.