The one sentence that can annoy your customer and ensure that he or she never comes back to you, is: “It is not my responsibility.”
This is regardless of the department you are in. You don’t need to be a part of the sales department to cater to your customers. Whether you are in management or engineering or any other department you have to listen to your customer if he or she approaches you. If you say that the problem or concern is not your responsibility you will lose the customer at that very point.
You should understand here that things inside the company and things outside the company are extremely different. Inside, everyone knows where everyone belongs. Thus, if your colleague comes to you with a query that is not related to your department you can direct him elsewhere. You simple can’t do the same with a customer because your customer has no way to know of the department you belong to and, honestly, the customer does not care either.
Look at it from the customer’s point of view. He has a complaint and he wants you to solve it. You represent your company. That is it! Thus, no matter what, if a customer comes to you with a problem, you HAVE to make sure it is solved. Whether you do it yourself or ensure that you get another person to do it is your headache. The customer just needs the problem solved ASAP. Here, don’t direct the customer somewhere else. Take responsibility yourself! Be very careful about that.
Bottom-line is that if you are involved in the complaint, you HAVE to see it through.
If you, no matter what your job role is, do not take ownership when a customer comes to you with a problem you will lose that customer. Be very careful and see to it that the complaint is resolved so that your customers know that they are valued.