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

Customer Service: A Practical Approach, 5th ed.

By Elaine K. Harris

Chapter 3 Problem Solving

Customer Service: A Practical Approach, 5eElaine K. Harris

© 2010 Pearson Higher Education,Upper Saddle River, NJ 07458. • All Rights

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Problem solving:

An active resolution to a challenging problem.



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Creativity and Problem Solving Creative problem solving suggests that 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.



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Creativity

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The ability to produce novel and useful ideas

Helps people to: Better understand the problem

See problems others can’t see

Identify all viable alternatives

Identify alternatives that aren’t readily apparent



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Three-Component Model of Creativity

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Problems as Opportunities

Criticism provides a opportunity to obtain information.

A customer complaint is really a request for action.



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Problem Solving Model (figure 3.1)

1. Identify the problem.2. Understand the problem’s unique characteristics and the possible outcomes.

3. Define the requirements of a possible solution considering the company policies currently in place.

4. Identify possible solutions.5. Select the best solution.6. Implement the solution, informing the customer of the details and how the customer will be affected.

7. Observe and evaluate the solution’s impact.



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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.



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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)



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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)



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Organizational Charts

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



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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)



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Negotiation:

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



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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.



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When apologizing to customers:1. Acknowledge customers’ feelings.2. Express to the customer that you

share the responsibility for the problem.

3. Convey sincerity.4. Ask for the opportunity to correct

the problem.5. Request the opportunity to continue

doing business in the future.



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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



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Follow-up:

• Checking back to determine whether or not a situation is operating according to the initial plan.



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Conflict:

A hostile encounter that occurs as a result of opposing needs, wishes, or needs.



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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.

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

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