Imagine the situation: a customer asks you a difficult question. Perhaps he or she wants a special favor, but you don't know if you can grant it. What can you say to avoid "losing face" by refusing him or her?

 Here are some useful phrases to try in these difficult situations when you don't want to hesitate and sound unsure of yourself.

I'm not the right person to ask about this.
This isn't my area of responsibility, I'm afraid.

Say you don't have the authority

I'll need to contact my manager about this.
I'm not authorized to make a decision on this.

Say you will refer it to another person

I'll have to refer this to the manager.
Let me talk to (XXXX) and see what he / she says.

Delay making a decision

Give me a couple of days to talk it over with my manager.
Let me have a word with my manager, and I'll get back to you.