What is the recommended way to handle an unresolved issue when speaking with a customer?

• A. Offer next steps
• B. Terminate the call
• C. Confide the issue to a colleague without telling the customer
• D. Promise something you cannot deliver

Answer: (A)

When an issue isn’t resolved yet, guiding the conversation toward concrete next steps helps move things forward and keeps the customer informed. Offering clear actions shows you’re taking ownership, provides a tangible plan, and sets expectations for what will happen next and by when. This approach reduces uncertainty and builds trust, because the customer knows there is a path to resolution rather than feeling left in limbo. For example, you might say you’ll escalate the matter to a specialist and follow up with an update by a specific time. Terminating the call ends the conversation without delivering a resolution. Sharing the problem with a colleague without informing the customer hides progress and can undermine trust. Promising something you can’t deliver creates false expectations and damages credibility.