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Problem-Solving Skills: A Key to Customer Service
Written by: Patrick T. MaloneArticle Overview: "Many failures in customer service initially seem like a success to us! We get our perception of the facts, and we come up with a solution that makes sense to us. The problem is we didn't get the customer's perception of the facts, so our solution may not be sensible to them."
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Problem-Solving Skills: A Key to Customer Service
Effective listening skills are key to correctly "reading a situation" or "sizing up a situation." The ability to solve problems, resolve differences and capture opportunities involves these listening skills coupled with another skill, the ability to analyze a situation.
This requires asking the right questions to clarify problems, needs, wants and opportunities--what people have now compared to what they'd rather have. This helps you discover other people's perception of the "facts."
Following is a questioning sequence called NIQCL that is highly effective for analyzing needs, problems or opportunities in depth. With the factual information this probing sequence gives you, you'll be able to form "tailored" solutions that lead to cooperation, teamwork or buy-in.
Need: Does a need, problem or opportunity exist?
Importance: How serious is it? Is it a priority? Critical? Sensitive?
Quantify: What is the size and scope of the need? Numbers?
Consequences: What is its impact and effect? What if it's not solved?
Look / Listen: Is the person open to ideas? Suggestions? Options?
This sequence when used with conversational rapport helps determine another person's perception of the facts, increases your own awareness of their needs, generates the data on which customized and personalized solutions can be formed, and leads to well-informed and committed decisions.
Once you really understand another person's perception of a problem, you will have a much easier time responding with a solution that will satisfy them. This is an essential ability for internal and external customer service, teamwork, sales and any other situation in which your people need to gain the commitment or support of others.
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Article Tags: problemsolving
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About the Author: Patrick T. Malone RSS for Patrick T.'s articles - Visit Patrick T.'s website  Patrick Malone, a Senior Partner with The PAR Group, has more than 35 years experience in operations, customer service, and sales management. As a key member of the PAR team, Patrick has trained and consulted throughout the world with a wide range of organizations including The American Cancer Society, Banfield-The Pet Hospital, Coca-Cola, Delta Air Lines, DuPont, Ft. Dodge Animal Health, Hewlett-Packard, International Securities Exchange, Novell, Sensient Technologies, Siemens Medical, SOLAE, The United Way, and Verizon Wireless. A frequent speaker, he has presented at the Frontline Forum at American School of International Management; Argosy University; the business schools at Kennesaw State University and Georgia State University; ASTD; numerous Universities; PMI; Association of Information Technology Professionals; Healthcare Businesswomen's Association. Educated at John Carroll University, Patrick is a member of the CEO Action Group of the Metro Atlanta Chamber of Commerce, Legislative Subcommittee, Small Business Growth Council and the Professional Services Executive Roundtable. Patrick is the co-author of the new business book Cracking the Code to Leadership. Click here to visit Patrick T.'s website   When an Employee is Grieving The Death of a Child I Dont Understand You are too dumb to vote Good Enough Isnt Effective Listening Part One |
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