If you need assistance resolving a difficult issue, what should you do?

When faced with a difficult issue, seeking help from a more senior employee is the most effective approach. This option emphasizes the importance of collaborative problem-solving and utilizing the experience and knowledge of those with greater expertise in handling complex situations. Senior employees often have encountered similar issues and can provide valuable insights, strategies, or authority needed to navigate the situation effectively. This not only supports the resolution of the customer's issue but also ensures that the customer feels heard and valued, which is essential for maintaining good customer relations.

Choosing to ask the customer to return another time does not address their immediate concerns and could leave them feeling frustrated and undervalued. Telling the customer they are being unreasonable can escalate the situation and damage the relationship, making it less likely that the issue will be resolved satisfactorily. Trying to solve the problem creatively on your own might be well-intentioned, but it could also lead to untested solutions that may not meet the customer’s needs or the company’s policies. This approach might lack the support system that a senior employee can provide, ultimately prolonging the resolution process.