The way to proceed in the situation presented would be:
In different work positions we have the possibility of personally or virtually assisting clients by carrying out procedures to help them improve their service or experience with the company.
Companies have developed complete customer service systems so that their employees know how to proceed in different specific situations in which their customers require help.
In the situation described, the most appropriate thing would be to finish the process required by the user and continue with the other tasks of the day that were planned.
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