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For example, if you do not handle customer complaints promptly, the customer is likely to become even more annoyed. The results of such thinking include the combined bar and laundromat and the coffee places with Internet access for customers. This is where the creative side of problem solving really comes in. A customer service employee well equipped with problem solving skills may not necessarily have the required speed of decision making. Some people use a systematic, rational approach. It may seem obvious what you have to do to address the problem. Customers want solutions and they want them fast. More often than not customers approach the customer service team / desk with what they perceive as a problem. Decision-making is perhaps best thought of as a key part of problem-solving: one part of the overall process. Customer Service Decisions 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. If not, inform your customer and provide them with a timeline by when your will revert and keep to it. There is no option for Customer service staff to develop this skill since without this aptitude, the customer service department would lead themselves and the company hurtling uncontrollably towards irrecoverable failure. Problem solving is the very premise on which customer service rests. A proven problem-solving method, constructive controversy helps you decide if a decision we’re making is the right one for you. There are six steps in the process: To solve a problem, you must first determine what the problem actually is. Relax before trying to identify alternatives. You may think you know, but you need to check it out. Regularly enhancing problem solving skills for customer service staff is imperative since they face the constant challenge of providing speedy decisions. Having been able to ascertain the problem, the representative must ask closed questions when repeating and clarifying their understanding of the problem to the customer. If you have a problem that seems to have no solution, try these ideas to “unfreeze” your mind: Working in the Food Service Industry by The BC Cook Articulation Committee is licensed under a Creative Commons Attribution 4.0 International License, except where otherwise noted. It is possible that all the customer needs to understand is how to better use the product. 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. Customers must not be interrupted so as to allow a complete assessment of what the actual issue is. Did he or she check that the equipment was plugged in? There are two main types of decision makers. With major decisions, this may involve detailed planning to ensure that all parts of the operation are informed of their part in the change. 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. They are able to ask the right open ended questions that would elicit an appropriate reply from the customer leading to faster resolution of the problem. The most effective method uses both rational and intuitive or creative approaches. What if we could organize a festival? Customer Compliments 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 unique platform where students can share their papers in a … This level of competence is what customers define as effective customer service and keeps them happy and loyal to a company. Problem solving skills for effective customer service must therefore be a key topic in the training module. Turn the problem upside down. Think of as many possibilities as possible. He was assured by a representative that the problem … They go with their emotions or a gut feeling about the right approach. Not making a decision is in itself a decision. This is a specialized technique which customer’s may not be aware of and so tend to miss some vital facts or points leading to a problem. This action tells the customer that the company is responsible and takes onus for their actions. For example, the road outside your restaurant that is the only means of accessing your parking lot is being closed due to a bicycle race. Understanding each customer individually, irrespective of whether the nature of the problem is same or similar to what you have dealt with, will take your company to the ultimate goal of customer loyalty and satisfaction. You lose control over the situation. It avoids confusion, ambiguity and a possibility of a secondary issue happening. See Decision Making … However, despite this skill being so crucial, it does not come naturally to a lot of people. You will have to inform your customers of the closure. Sometimes really silly ideas can contain the germ of a superb solution. Discrepancies between actual and expected food costs, Lack of budget to complete needed renovations in the kitchen, Impact on employees and organizational climate, Whether this course is permitted under collective agreements, Whether this idea can be used to build on another idea. Decision Making. Spending more time searching for alternatives and weighing their consequences can really pay off. In some cases, a problem can escalate if it is not dealt with promptly. Effective problem solving can only happen when an accurate assessment of the issue is made. In some cases, a problem can escalate if it is not dealt with promptly. LinkedIn Through focused and continual training in problem solving skills, customer service staff becomes increasingly proficient in listening attentively to the customer interpretation of the ‘problem’. A clear understanding of a quick and effective resolution with appropriate follow up is a key component of problem solving. I. by Emily Newman | Jul 23, 2014 | Customer Service, “Well, if it can be thought, it can be done, a problem can be overcome” – E A Bucchianeri. Before you call a repair technician, you may want to ask a few questions. Whenever you have implemented a decision, you need to evaluate the results. Preparing a Short- and Long-Term Career Plan. Others are more intuitive. Personal Attributes and Professionalism, III. The process of arriving at a solution is less important than providing an effective timely solution. A systematic, slow and patient process walk-through would help the customer to be more at ease and be prepared to answer the questions. Is this a problem in itself or a symptom of a deeper, underlying problem? Related Article: How decision tree driven interactive guides help provide training on Problem Solving Skills for customer service? Having in-depth problem solving skills will help you in ‘reaching out’ to the customer before they get to a stage where they decide to leave and want to get back at the company. There is little advantage in knowing what can be done but not having the expertise in implementing a quick resolution. What if we could change winter into summer? Listening effectively, being able to manage stressful situations, reach a resolution and take the customer back to being satisfied and happy – are all part of successful problem solving. Terms of Service You lose control over the situation. – Explain patiently to the customer to ensure they remain calm and open to a discussion and or suggestions. For example, new recipes may come about because someone thought of new ways to combine foods. 1. Understanding each step of the process will help you hone your problem skills to better serve you along your journey toward a smart, workable solution. For example, walk through the local shopping mall trying to find ways to apply everything you see to the problem. Food Service Workers, 15. Those too are often based on the decisions that employees make. While hiring, it is important that the person’s responsible for this activity must hire people with proven problem solving ability and who are characteristically calm and considerate. Let’s get back for a moment to the airline customer service example and let’s find out how the problem could be resolved if the agents were using critical thinking. You may have to deal with problems such as: However, the basic problem-solving process remains the same even if the problems identified differ. Is identified, implement it immediately if that is possible that all the customer to., implement it immediately if that is possible that all the customer needs to is... 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