May 2001
Intermediate to advanced
174 pages
5h 4m
English
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7Problem Solving and Decision Making
Learning Objectives
By the end of this chapter, you should be able to:
• Define your role in the problem-solving process.
• Describe the Problem-Solving Model and develop specific strategies for identifying and resolving customer issues.
• Explain the importance of decision making in providing quality service.
• Identify resources to assist in problem solving and decision making.
Define the problem before you pursue a solution.
YOUR ROLE IN PROBLEM SOLVING
Because of downsizing and restructuring by many organizations, the need for people at frontline levels in a call center ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.