One way that I go about problem solving is trying to find the root of the problem. If you could find the root of the problem, more than likely you could find either where the issue started or how to solve the issue. With that being said, you do need to be a calm and collective person. You do need to have very good active listening skills to understand what the customer is going through and how you may best assist. So you may want to go ahead and ask the customer, what is it that you may be experiencing at this time? Or how may I assist you today? Just so that we can gather a background of the issue they're facing. From there, you would want to go ahead and possibly use your resources, if available, to try and find an answer or some sort of solution to assist the customer. If it is not possible, of course, you want to use all your resources available to maybe find a direct area to push the customer to go to or the direct person to speak with. For more information, visit www.FEMA.gov