Customer Service: A Practical Approach, 5th ed. By Elaine K. Harris Chapter 3 Problem Solving

Problem solving: An active resolution to a challenging problem.

Creativity and Problem Solving Creative problem solving suggests that through an open approach to finding solutions, an appropriate and innovative result may be discovered. Customers appreciate creativity. By offering suggestions to customers and to management about innovative ways of solving challenges, customer service providers can share their creativity with others.

The ability to produce novel and useful ideas Creativity The ability to produce novel and useful ideas Helps people to: Better understand the problem See problems others can’t see Identify all viable alternatives Identify alternatives that aren’t readily apparent Better decisions are those that incorporate novel and useful ideas or better known as creativity. An organization will tend to make better decisions when creative people are involved in the process. So it is important to identify people who have that creative potential. Some of the methods and theories identified in earlier chapters can help in this process. For example, those who score high in openness to experience tend to be more creative.

Three-Component Model of Creativity Expertise Intrinsic Task Motivation Creative-Thinking Skills The three component model of creativity proposes that individual creativity results from a mixture of three components, expertise, creative-thinking skills and intrinsic task motivation. Expertise is the foundation and is based on the knowledge and experience of the individual. Creative-thinking skills are the personality characteristics associated with creativity such as the ability to use analogies and the talent to see things differently. Intrinsic task motivation is the desire to do the job because of the characteristics associated with the job.

Problems as Opportunities Criticism provides a opportunity to obtain information. A customer complaint is really a request for action.

Problem Solving Model (figure 3.1) Identify the problem. Understand the problem’s unique characteristics and the possible outcomes. Define the requirements of a possible solution considering the company policies currently in place. Identify possible solutions. Select the best solution. Implement the solution, informing the customer of the details and how the customer will be affected. Observe and evaluate the solution’s impact.

Problem Solving Strategies Brainstorming: a problem solving strategy that can be used by groups of two or more. Diagramming: a strategy for problem solving that provides a visual representation of the problem and the facts related to it.

Methods of Diagramming Pro/con sheets: a simple approach to diagramming a problem that involves recording the arguments for and against a solution. (figure 3.2)

Flowcharts Flowcharts: a diagramming approach to problem solving that charts each step of a process to assist in determining why a problem is occurring. (figure 3.3)

Organizational Charts Organizational charts: a method of illustrating the hierarchy of a company by illustrating who reports to whom. (figure 3.4)

Mind Mapping Mind mapping: a creative approach to diagramming a problem in which a problem is recorded on paper and possible solutions branch out from the original problem. (figure 3.5)

Negotiation: The evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial.

Suggestions for Developing Negotiation Skills Know your customer. Ask questions and listen to the spoken and unspoken messages. Know the policies of your organization and in which areas flexibility is allowed. Demonstrate the willingness to be flexible. Learn to handle your anger and your customer’s anger appropriately. Consider what the customer may lose in the negotiation process. Determine mutually beneficial solutions to challenging problems and situations.

When apologizing to customers: Acknowledge customers’ feelings. Express to the customer that you share the responsibility for the problem. Convey sincerity. Ask for the opportunity to correct the problem. Request the opportunity to continue doing business in the future.

Common Barriers to Problem Solving and Decision Making Resistance to change. Habits Individual insecurity Past history Fear of success or failure Jumping to conclusions Perceptions

Follow-up: Checking back to determine whether or not a situation is operating according to the initial plan.

Conflict: A hostile encounter that occurs as a result of opposing needs, wishes, or needs.

Suggestions when encountering conflict Do not bring up old problems from the past or assign blame. Listen to the other viewpoints that are being presented. Use tact as you respond to others. Do not repress your own anger; instead, use it productively. Take advantage of the opportunity to share other related concerns in a positive manner. Focus on finding the best solution to the conflict.