A customer has called with a complex problem. You decide to gather the information you need to check the issue and assure the customer that you will call them back within an hour. However, while you are working on the matter, one of your colleagues informs you that there is a long line of customers at the till and asks you to come and help.
What is the best response in this situation?
Take a few moments to consider how much time you need to finish working on your customer’s problem and see if you can spend some time helping at the checkout.
Put your current task on hold for a while and go help your team at the till.
Apologise to your colleague and explain that you can’t help at the moment.
Ask your manager what you should do.
Correct answer is A
You are facing a conflict between your customer’s needs and your team’s needs, and are required to make a decision.
Answer choice A shows prioritisation before making your decision. You are aiming to multi-task and manage your time. In general, when you have conflicting goals, the responsible and organised approach is to take some time to prioritise and look for a solution that will balance your goals as much as possible.
In answer choice B, you choose the urgent task. However, because it’s urgent doesn’t necessarily mean it’s more important.
Answer choice C is the opposite – you turn down your colleague’s request. Answer choices B and C are reasonable responses; however, they both involve giving up on either your customer’s needs or your team’s needs, without considering your priorities and options.
Asking your manager (answer choice D) shows consideration for the importance of both tasks. You choose to ask your manager, who has a better understanding of the bigger picture and overall goals of the team. This is a reasonable response. Between A and D, A is a better answer to this question as you take time to consider, and show responsibility by making your customer your top priority.