A customer service employee well equipped with problem solving skills may not necessarily have the required speed of decision making. However, when properly trained in effective problem solving techniques, they will be more prepared to adequately address customer’s issues. Solving problems means listening.”- Richard Branson, About Us Privacy Policy What have we already tried to address this problem? You think of ways that you have handled similar problems in the past. You may be able to avoid an expensive service call. Once a number of ideas have been generated, you need to assess each of them to see how effective they might be in addressing the problem. With practice and continual feedback from … Customers don’t mind waiting but move towards anger when customer service representatives fail to do what they said in the time they said. What if we could change winter into summer? He called AmEx to inform them about the mistake and ask for advice. In some cases, a problem can escalate if it is not dealt with promptly. What was I (or others) doing at the time the problem occurred? By postponing a decision, you may eliminate a number of options and alternatives. The author of the assignment applies one of the problem-solving and decision-making strategies in customer service interactions (brainstorming, diagramming) in each StudentShare Our website is a … What if we could organize a festival? In fact, the more complex the problem is, the more important it is to be methodical in your problem-solving approach. When did it last work? Regularly enhancing problem solving skills for customer service staff is imperative since they face the constant challenge of providing speedy decisions. Effective problem solving can only happen when an accurate assessment of the issue is made. Was the fuse or circuit breaker checked? Think of as many possibilities as possible. The questions you might ask include: For example, the apprentice you supervise comes to you saying that the electric warming oven is not working properly. This is especially true in customer service situations, and from a professional standpoint, administrative assistants and professionals must come to work prepared to act authoritatively and confidently. They may have highly creative ways to address the problem, but cannot explain why they have chosen this approach. This action tells the customer that the company is responsible and takes onus for their actions. One minute you could be speaking with a polite customer with a query and the next call would probably be from highly impatient and frustrated customer. Critical thinking: one of the best problem-solving techniques. Personal Attributes and Professionalism, III. Customers want solutions and they want them fast. Walkthroughs He was assured by a representative that the problem … For example, walk through the local shopping mall trying to find ways to apply everything you see to the problem. It may seem obvious what you have to do to address the problem. YouTube, Interactive Guides for Superior Customer Service, Easing the Cold Chain Distribution through Flowchart Diagrams, Best Practices to Follow for Flowchart Diagrams, How a Flowchart Helps in the Feedback Process, Flowcharts Help in Strategic Planning for Remote Teams, Using Flowcharts as a User Experience Tool. The best scenario is minimizing problems in the first place. For example, new recipes may come about because someone thought of new ways to combine foods. Sometimes really silly ideas can contain the germ of a superb solution. Not making a decision is in itself a decision. These skills increase the customer service staff efficiency and allow them to consistently resolve queries before they become full-blown complaints with possible drastic effects. You lose control over the situation. This information will be useful in improving the company’s response the next time a similar decision has to be made. Problem solving and decision making are closely related skills, and making a decision is an important part of the problem solving process as you will often be faced with various options and alternatives. Borrow ideas from other places and companies. They require an answer within a matter of a few minutes or even seconds leaving the customer service time with precious little time to consider the many possible solutions. Problem solving skills encompass much more than ‘problem solving’. A customer service employee well equipped with problem solving skills may not necessarily have the required speed of decision making. Creative Commons Attribution 4.0 International License, Evaluate the results and, if necessary, start the process again. Principles of Organization and Time Management, 22. This is especially true in customer service situations, and from a professional standpoint, administrative assistants and professionals must come to work prepared to act authoritatively and confidently. Preparing a Short- and Long-Term Career Plan. There is little advantage in knowing what can be done but not having the expertise in implementing a quick resolution. This can be managed in-house or by eliciting the services of a professional training company to customize this training for your company. The most effective method uses both rational and intuitive or creative approaches. More often than not customers approach the customer service team / desk with what they perceive as a problem. Problem solving and decision making belong together. Given that customer service representatives are constantly maneuvering through unfamiliar queries and the ire of customers for something they are not directly responsible, it would be fair to say that the most skilled representatives would be the ones who have problem solving skills. Thinking clearly and communicating articulately can only happen when the customer service staff is able to decipher the problem and know what action to take in which scenario.