Advanced Connections

We’ve all been there –– a problem is too big for us to handle on our own, but we either can’t or won’t ask for help. In some ways, asking for help can be more difficult than trying to go it alone. No one likes to admit that a situation is too big to tackle on his or her own. But it’s important to remember that bringing a different perspective and another set of skills and expertise in to solve a problem may be what’s best for the customer and for yourself. And getting the help you need is easier when you know how to effectively request it. Here are some tips on asking for support.

Effectively Asking for Help

• State your purpose. “I could really use your help assisting this student with his registration.”
• Describe the problem and offer a possible solution. “Tim says he paid his fees, but I can’t find a record of it. While I keep looking, will you call and try to get more information?”
• Establish the time frame for the assistance you need in your request. “He’s pretty upset and waiting outside. It may take a few minutes; do you have time to speak with him right now?”
• Show your appreciation once the assistance has helped in serving the customer. “Thank you so much for your help; I just couldn’t have done it by myself!”

Members of a team can be your greatest allies when it comes to dealing with an unhappy customer. So whenever necessary, share the workload and don’t forget to reciprocate. We all need a little back-up from time to time. Teams might even develop guidelines for when to refer requests for additional assistance.

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