You should always answer your customer's questions.
Nancy has had an extremely busy day working at the customer service desk when a customer comes to the desk with a question.
Nancy wants to finish her paperwork and clock out.
Nancy refers the customer to the correct department and then finishes her paperwork before clocking out.
Nancy finishes her paperwork without ever looking towards the customer and then clocks out.
The customer is very happy with Nancy's service and Nancy feels happy to have helped.
The customer complains about the lack of service to the manager and Nancy gets reprimanded.