Theories of problem solving and decision making. Pt. A.

Problem solving is a mindset, not an ability. If you’ve read my post about problem solving skills, you remember the golden rule of customer service. Even when the problem does not concern your product, you can still create an amazing customer experience by suggesting a possible solution. Because this is what is customer service for.

Problem Solving Theories To Resolving A Customer Service Problem

Customer Service Problem Solving. Customer service is the most important part of maintaining a good reputation as a business. Think about all of the different outlets people can post negative reviews.

Problem Solving Theories To Resolving A Customer Service Problem

We use customer service queries to inform the content calendar. When some people are describing a problem or frustration, there are probably others doing the same on search engines. We want to make sure we head these queries off at the pass. That way we can control the conversation, instead of getting a negative review.

Problem Solving Theories To Resolving A Customer Service Problem

If you’re a great at jigsaw puzzle solving, you should probably stop reading. The rest may learn how to solve the most common customer service problems, and how to make your heroic problem-solving a little bit less heroic. 1. It takes ages to solve the problem. First common problem customers encounter is long resolution time of their problems.

Problem Solving Theories To Resolving A Customer Service Problem

However, in order to be skilled at problem solving, call center agents must receive proper training and be allowed a certain degree of autonomy; as more autonomous agents are often more capable of effectively resolving customers’ issues by being flexible, responsive and personal (Oldham, 1996).

Problem Solving Theories To Resolving A Customer Service Problem

Problem solving consists of using generic or ad hoc methods in an orderly manner to find solutions to problems. Some of the problem-solving techniques developed and used in philosophy, artificial intelligence, computer science, engineering, mathematics, or medicine are related to mental problem-solving techniques studied in psychology.

Problem Solving Theories To Resolving A Customer Service Problem

In nearly every career sector, problem-solving is one of the key skills that employers seek in job applicants. It's hard to find a blue-collar, administrative, managerial, or professional position that doesn't require problem-solving skills of some kind.

Principles of resolving customer service problems.

Problem Solving Theories To Resolving A Customer Service Problem

In cognitive psychology, the term problem-solving refers to the mental process that people go through to discover, analyze, and solve problems. This involves all of the steps in the problem process, including the discovery of the problem, the decision to tackle the issue, understanding the problem, researching the available options and taking actions to achieve your goals.

Problem Solving Theories To Resolving A Customer Service Problem

Problem solving skills for effective customer service must therefore be a key topic in the training module. This can be managed in-house or by eliciting the services of a professional training company to customize this training for your company.

Problem Solving Theories To Resolving A Customer Service Problem

A good way to become a systematic problem solver is to adopt the following five-step problem-solving process: 1. Identify the problem. This is critical: you must try to solve the right problem. Don't try to solve a problem the customer sees as low priority or unimportant. Identify the right problem by asking the right questions and observing.

Problem Solving Theories To Resolving A Customer Service Problem

Learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications.

Problem Solving Theories To Resolving A Customer Service Problem

Find solutions for parts of the problem (as opposed to the problem as a whole). It may be necessary to seek out help in your problem solving steps by polling trusted colleagues or friends. A cross-functional problem solving group can help. Different ideas, from different points of view, put on a white board helps.

Problem Solving Theories To Resolving A Customer Service Problem

Principles of resolving customer service problems The aim of this unit is to teach you how customer service problems can be resolved and the importance of recognising recurring problems so a solution can be found. You will learn how to respond to customer service problems, the importance of alerting the appropriate people.

Problem Solving Theories To Resolving A Customer Service Problem

Problem-solving is the system of thoughts and actions that people take to fix an issue (or challenge) for themselves or others. Managers even have a term for problem-solving called 'putting out.

Customer Service Lesson 8 How to Solve Problems.

Be able to clearly identify the problem and the obstacles that the problem presents. All too often when attempting to address a problem, those problems surrounding the principal cause are considered rather than identifying and resolving the root problem. Clearly, state the problem and what obstacles the problem presents to you.The cognitive approach to problem solving Problem space theory. In 1972, Allen Newell and Herbert Simon published the book Human Problem Solving, in which they outlined their problem space theory of problem solving. In this theory, people solve problems by searching in a problem space.Customer Service Problem Solving Techniques to Mitigate Negative Circumstances Businesses face numerous difficulties as they work to provide the products and services their customers most need. But customers often remember how a company handles a difficult experience more than what caused the issue in the first place.


Customer Service Lesson 8: How to Solve Problems Introduction One of the most fundamental jobs of any customer service employee is solving problems. Customers will come to you with a wide variety of problems, and you need to be able to offer them valid solutions. Although some customers may be difficult to please, most of them aren't.Advising means that you are keeping track of the issues you are resolving, as well as those that are bigger issues in the system. It is important to stay abreast of issues that may have longer term solutions so that if a customer has a shorter term problem, you can provide not only the short term solution, but can also share the bigger vision. 2.