Final answer:
When hearing another associate struggle with a customer's questions, it is important to choose words carefully, remain calm, ask open-ended questions, and focus on solving the problem.
Step-by-step explanation:
When you hear another associate struggling to answer questions from a customer, there are several steps you can take to address the situation:
- Choose your words carefully to avoid inflaming the situation.
- Stay calm and listen to the other associate's side of the story.
- Avoid suggesting that you're right and the other person is wrong; remain open and respectful.
- Ask open-ended questions to understand the other person's position.
- Restate what you heard to show that you were listening and avoid misunderstandings.
- Focus on solving the problem rather than blaming the other person.
If you're unable to resolve the conflict, you may consider speaking with your supervisor or HR department for further assistance.