Final answer:
If a CSR is unsure about the answer to a customer's question, it is important to ask questions and find someone who can provide the correct answer.
Step-by-step explanation:
If a CSR is unsure about the answer to a customer's question, it is fine to say so, but make an effort to find someone who does.
Employers typically appreciate if you ask questions when you're unsure about instructions or protocols, rather than stumbling ahead and potentially making an unnecessary mistake.
It is important not to polarize the conversation by "bossing" people or projecting a sense of authority. An effective strategy is to fairly represent uncertainty, while still conveying credible concern.