"After I have gained some experience, it's not often that I have trouble helping a customer. However, every once in a while someone throws me a curveball. I know to expect this even more so at a company like Stripe where unusual technical issues might sometimes arise. In this case, after clarifying exactly what the problem is and that I don't have a ready answer, I would first look it up in any manuals or online resources that I have available to me. If I'm unable to find a solution, I'd then check with my colleagues and supervisor to see if they have any suggestions. As a last resort, I would take down the client's information and let them know that I'd call them back later that day once I had figured out a solution. Then, I'd talk to others and research the problem until it were resolved. I don't ever let a customer fall through the cracks; I stay on top of the situation until it is fixed and the customer has been informed."