Customer Service: A Practical Approach, 5 th ed. By Elaine K. Harris

1. Customer Service: A Practical Approach, 5th ed.By Elaine K. Harris Chapter 3 Problem Solving

2. Problem solving: • An active resolution to a challenging problem.

3. Creativity and Problem Solving • Creative problem solving suggests tat through an open approach to finding solutions, an appropriate and innovative result may be discovered. • Customers appreciate creativity. • By offering suggestions to customers and to management about innovative ways of solving challenges, customer service providers can share their creativity with others.

4. Problems as Opportunities • Criticism provides a opportunity to obtain information. • A customer complaint is really a request for action.

5. Conflict: • A hostile encounter that occurs as a result of opposing needs, wishes, or needs.

6. Suggestions when encountering conflict • Do not bring up old problems from the past or assign blame. • Listen to the other viewpoints that are being presented. • Use tact as you respond to others. • Do not repress your own anger; instead, use it productively. Take advantage of the opportunity to share other related concerns in a positive manner. • Focus on finding the best solution to the conflict.

7. Problem Solving Model (figure 3.1) • Identify the problem. • Understand the problem’s unique characteristics and the possible outcomes. • Define the requirements of a possible solution considering the company policies currently in place. • Identify possible solutions. • Select the best solution. • Implement the solution, informing the customer of the details and how the customer will be affected. • Observe and evaluate the solution’s impact.

8. Problem Solving Strategies • Brainstorming: a problem solving strategy that can be used by groups of two or more. • Diagramming: a strategy for problem solving that provides a visual representation of the problem and the facts related to it.

9. Methods of Diagramming • Pro/con sheets: a simple approach to diagramming a problem that involves recording the arguments for and against a solution. (figure 3.2)

10. Flowcharts • Flowcharts: a diagramming approach to problem solving that charts each step of a process to assist in determining why a problem is occurring. (figure 3.3)

11. Organizational Charts • Organizational charts: a method of illustrating the hierarchy of a company by illustrating who reports to whom. (figure 3.4)

12. Mind Mapping • Mind mapping: a creative approach to diagramming a problem in which a problem is recorded on paper and possible solutions branch out from the original problem. (figure 3.5)

13. Negotiation: • The evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial.

14. Suggestions for Developing Negotiation Skills • Know your customer. • Ask questions and listen to the spoken and unspoken messages. • Know the policies of your organization and in which areas flexibility is allowed. • Demonstrate the willingness to be flexible. • Learn to handle your anger and your customer’s anger appropriately. • Consider what the customer may lose in the negotiation process. • Determine mutually beneficial solutions to challenging problems and situations.

15. When apologizing to customers: • Acknowledge customers’ feelings. • Express to the customer that you share the responsibility for the problem. • Convey sincerity. • Ask for the opportunity to correct the problem. • Request the opportunity to continue doing business in the future.

16. Common Barriers to Problem Solving and Decision Making • Resistance to change. • Habits • Individual insecurity • Past history • Fear of success or failure • Jumping to conclusions • Perceptions

17. Follow-up: • Checking back to determine whether or not a situation is operating according to the initial plan.