Final answer:
When an associate hears another struggling with customer questions, they should assist if appropriate, remain respectful, and aim to resolve the problem through effective communication. Actively participating in meetings and listening to calls prepares associates for such situations, ensuring they have the necessary understanding to help.
Step-by-step explanation:
When an associate notices another colleague struggling to respond to a customer's questions, it should be an opportunity to express teamwork and ensure customer satisfaction. If appropriate, the associate might step in to assist, using the insight gained from actively participating in meetings and understanding the intricacies of the business. It is crucial to choose words carefully and remain calm, making sure to listen to the customer's concerns.
The associate should aim to solve the problem rather than apportion blame, by engaging in bridge-building conversations, and discussing conflicts in a way that fosters learning and maintains positive working relationships. For instance, rephrasing a customer's concerns to avoid misunderstandings and demonstrating an understanding of their issue can have an affirming effect. It's essential to communicate respectfully and effectively to resolve the situation and enhance the customer's experience.
Moreover, if an associate has a relevant area of expertise, they should tactfully offer suggestions. Being proactive and ready to learn through asking questions is another approach that employers appreciate, as it indicates a willingness to develop professionally.