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10 Steps to Successful Customer Service by Maxine Kamin

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STEP SIX

Aggressively Solve Problems—the Bigger the Better

OVERVIEW

  • Investigate the root cause of problems
  • Follow the model for problem solving
  • Listen to complaints and show customer appreciation
  • Use the Fantastic Service Equation

People who excel at their jobs solve problems. Nothing is more indicative of success in the workforce than solving problems. As Ron Willingham (2005) states in Integrity Service: “In a real sense, each of us controls our success level by the problems we choose to solve.”

Investigate the Root Cause of Problems

Problem solvers are highly respected. They usually move up the career ladder because of the value they bring to their organization. With information changing every nanosecond, learning and problem solving are ...

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