How to answer a question you cannot answer

Customer Service staff in medical centres are not allowed to recommend doctors to patients when they call in. Most medical centres have  this policy. So, what can they do when pushed for an answer?

I was at the Customer Services Counter at a medical centre last week. The lady had to multi-task — answering phone calls and entertaining walk-ins like me.

The phone lines were not busy and the Customer Service lobby was quiet. The agent signaled me to be seated right at her desk. She had just answered a call and  I could hear the phone conversation.  It went something like this:  Continue reading →