In which situation is it appropriate to escalate an issue to a supervisor?

Escalating an issue to a supervisor is appropriate in situations where the advisor is unable to resolve the customer's problem. This typically occurs when the issue exceeds the advisor's authority or requires specialized knowledge, resources, or solutions that the advisor does not possess. By escalating, the advisor ensures that the customer receives the appropriate assistance in a timely manner, which can help maintain customer satisfaction and trust in the service.

In contrast, feeling overwhelmed may be a valid emotional response but does not necessarily warrant escalating to a supervisor unless it directly affects the advisor's ability to assist the customer. The rudeness of a customer may require appropriate handling techniques but doesn’t inherently justify escalation unless it affects the advisor’s effectiveness in addressing the query. A supervisor’s availability does not dictate whether an issue should be escalated; the need for escalation is based on the nature of the problem at hand rather than personnel availability.