when a particular problem does surface that someone may have had an issue with like their purchase or their order or anything of the sort if there is something that I can do I try to de-escalate them because a lot of the times they are angry I try my best to explain like okay what's wrong like how can I help and so on and so forth and just follow standard procedure for that and then if I can't help them then I try to get my manager involved you know because she can access a lot more things and do a lot more things as in regards to the customer or any issues that they may have that I particularly can't as a regular you know selling specialist I can't contact certain brands and stuff of that nature but if it's something that I can handle I try to do it to the best of my ability myself before getting management involved because a lot of the problems are minute little problems that can be fixed so I try to fix them myself and on my own first