The first thing I do when trying to resolve a problem at work is I use the tools that I currently know about how to resolve the issue when it comes to money, issues in terms of billing, or in terms of troubleshooting. I use what I currently know that if not, I go to the system that we have at my job called a knowledge database and then from there if I'm not able to resolve the issue using any of the information I see there, from there I will go to somebody above me to get the answer from them. And then usually from there if those three options do not allow me to get an answer for the customer, you escalate issues from there and sometimes that would be either to a different department or an escalation slide.