What Problem Solving Skills Do You Need?

 A “Problem” can be described as “a matter or situation regarded as unwelcome or harmful and needing to be dealt with and overcome.”

Everybody can benefit from having good problem solving skills as we all encounter customer service challenges on a daily basis; some of these problems are obviously more severe or complex than others.

It would be wonderful to have the ability to solve all problems efficiently and in a timely fashion without difficulty, unfortunately there is no single way in which all problems can be solved.

Often interpersonal relationships fail and businesses fail because of poor problem solving

This is often due to either problems not being recognized or being recognized but not being dealt with appropriately. Solving a problem may involve a certain amount of risk - this risk needs to be weighed up against the result of not solving the problem.\

Customers want to be your number one priority when it comes to solving their problem.  You must make sure that the appearance you give to their problem makes them feel exactly that way.

From the information gathered from the first customer about the problem and them moving into a problem solving framework it is now time to start thinking about possible solutions to the identified problem. In a group situation this stage is often carried out as a brain-storming session, letting each person in the group express their views on possible solutions (or part solutions). In organizations different people will have different expertise in different areas and it is useful, therefore, to hear the views of each concerned party.

Next comes implementation of your planned solution.  Implementation means acting on the chosen solution. During implementation more problems may arise especially if identification or structuring of the original problem was not carried out fully.

The last stage is about reviewing the outcomes of problem solving over a period of time, including seeking feedback as to the success of the outcomes of the chosen solution.

The final stage of problem solving is concerned with checking that the process was truly successful. Is your customer satisfied? This can be achieved by monitoring and gaining feedback from people affected by any changes that occurred. It is good practice to keep a record of outcomes and any additional problems that occurred.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com