101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Part Four. Problem Solving

Problem solving plays a significant role in the customer service process. Although there are a variety of approaches, the key to finding a proper solution generally comes from extensive investigation and observation. A search for patterns leads to logical conclusions, but people need to remain flexible enough to allow for changes in the thinking model as new information is collected. Therefore, good service involves creative, “outside-the-box” thinking. Those who give the best service do so by offering customers options, alternatives, and new ways of doing things.

To acquire this logical yet creative kind of problem-solving mind-set, service representatives must recognize when things are wrong and then do something to change them. This requires remaining open to recommendations and being flexible when particular circumstances may require deviations from policy in order to meet customer needs. The key to accomplishing this type of problem solving involves comprehending the entire scope of the problem before developing a solution for it.

Showing genuine interest in the needs or problems of a customer is essential to building a successful partnering relationship. By treating each client equitably, but not necessarily uniformly, and looking for as many alternatives to the solution as possible, a representative will find it easier to match what the customer wants to what he or she can offer. What solves a problem for one customer doesn’t necessarily solve a similar ...