Question

You are busy working on a task when a customer contacts you to ask a question. You notice that Sandy, an employee who has much more experience than you, is not very busy. You decide to:
Ask the customer to talk to Sandy because she is the department's expert.

Ask the customer what the question is and then decide what to do.

Walk the customer over to Sandy and ask if she would be willing to help.

Inform the customer that you are busy, apologize, and ask her to speak to Sandy.

Answer 1

Answer:

Walk the customer over to Sandy and ask if she would be willing to help.

Explanation:

In such circumstance, you should assist the customer at least a minimum and help them get more assistance.  When you approach Sandy, you also might be able to give her some information that might accelerate the support to the customer.

That's the physical version of a warm call transfer.

You show the customer you take care of them... and ensure they'll have assistance to their problem.

If Sandy can't help the customer, you'll still be there to assist too.