You are an employee arriving at your desk to find three urgent emails from a customer. A critical shipment is stuck in Customs. You are reading the message when an excited colleague from the sales department interrupts with a rush freight rate request for a potentially large order. Both the overseas customer and your sales colleague ask that their request be actioned immediately due to the time zone difference.

Based on your experience and knowledge of customer service management, how do you think you would manage this? How do you justify your suggested course of action?