When you’re the middle person between your customer and your company’s executive decision-maker, you’ve got to play double duty on the communication front lines. You have to coordinate the problem solving and stay in touch with both parties.
For example: You told a customer you’d get back to him with information regarding his account, but unfortunately the ball is out of your court. You’re waiting for someone else in your company to get back to you with the information you need to relay to the customer.
What you can do for your customer: Let him know that you’re waiting for the information and you’ll get back to him as soon as you get it. If a week goes by and you don’t have that information yet, be sure to get in touch with your customer anyway. Tell him that you’re sorry for the delay and you haven’t forgotten about him. If the issue is urgent, copy your manager in on any email correspondences you send.
Then, get in touch with your company’s decision-maker and politely remind him that your customer needs this information.