Customer Service Problem Solving Skills

Customer Service Problem Solving Skills-79
Having good, strong problem solving skills can make a huge difference to your career.Problems are at the center of what many people do at work every day.

Having good, strong problem solving skills can make a huge difference to your career.Problems are at the center of what many people do at work every day.

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However, for a more comprehensive process, you can use Simplex, Appreciative Inquiry or Soft Systems Methodology (SSM).

These provide detailed steps that you can use to solve a problem effectively.

There are four basic steps in solving a problem: Steps 2 to 4 of this process are covered in depth in other areas of Mind Tools.

For these, see our sections on Creativity for step 2 (generating alternatives); Decision Making for step 3 (evaluating and selecting alternatives); and Project Management for step 4 (implementing solutions).

At this stage, it's also important to ensure that you look at the issue from a variety of perspectives.

If you commit yourself too early, you can end up with a problem statement that's really a solution instead.The Drill Down technique will help you split your problem into smaller parts, each of which can then be solved appropriately.The four-step approach to solving problems that we mentioned at the beginning of this article will serve you well in many situations.Quite often, what may seem to be a single problem turns out to be a whole series of problems.Going back to our example, substandard work could be caused by insufficient skills, but excessive workloads could also be contributing, as could excessively short lead times and poor motivation.Simplex involves an eight-stage process: problem finding, fact finding, defining the problem, idea finding, selecting and evaluating, planning, selling the idea, and acting.These steps build upon the basic process described earlier, and they create a cycle of problem finding and solving that will continually improve your organization.The good news is that there are numerous tools you can use to make sense of this tangled mess!Many of these help you create a clear visual representation of the situation, so that you can better understand what's going on. To generate viable solutions, you must have a solid understanding of what's causing the problem.For example, consider this problem statement: "We have to find a way of disciplining of people who do substandard work." This doesn't allow you the opportunity of discovering the real reasons for under-performance.The CATWOE checklist provides a powerful reminder to look at many elements that may contribute to the problem, and to expand your thinking around it.

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