Solving the 7 Hardest Customer Service Scenarios.
In customer service, pride rears its head through a relentless pursuit of solving problems all on our lonesome. The truth is you don’t have to have all the answers. Humility allows us to be comfortable with what we don’t know and to be proactive about it.
Too often our approach to problem solving is reactive, we wait for the problems to arise. Firstly in our 7 problem solving steps, we advocate taking a proactive approach, go and find problems to solve; important and valuable problems. The real starting point then for any problem solving process is to find the right problem to solve.
Problem solving is all about using logic, as well as imagination, to make sense of a situation and come up with an intelligent solution. In fact, the best problem solvers actively anticipate potential future problems and act to prevent them or to mitigate their effects. Problem-solving abilities are connected to a number of other skills, including.
Study 28 Lesson 6: Problem Solving in Customer Service flashcards from Marie Q. on StudyBlue. Lesson 6: Problem Solving in Customer Service - Bus 209: Customer Service with James Carpenter at EASTERN GATEWAY COMMUNITY COLLEGE - StudyBlue.
Customer service problems and solutions form an integral part of running a successful business. Contrary to popular belief, it can actually be beneficial for a business when its customers encounter problems. When a customer’s experience goes as smoothly as expected, they’re unlikely to think twice about the service provider.
It turns out that by learning and practicing ready-made step-by-step solutions, employees get better not only at solving the specific problems anticipated, but also at solving unanticipated problems. By teaching employees to implement specific step-by-step solutions to recurring problems, you are teaching them what good problem-solving looks like— like so many case studies.
Problem-Solving: From needing a new shirt for a wedding to requiring a replacement part, customers are looking for assistance, and part of good customer service is fixing problems and answering questions. Speak about some of the problems you’ve solved at work, the method you used to solve them, and how you resolved the situation.