quality. service. excellence

Resources :: Problem Solving Techniques

Problem Solving Guidelines

Remember the ART of Customer Service: Positive Attitude, Respect, and Take Time to seek a solution.

• Ask open-ended questions.
  • "How may I assist you?"
  • "What type of problem are you experiencing, or what type of information do you need?"
• Let the customer explain what he or she is experiencing. Avoid making the decision before the customer is finished with their explanation.
• Restate the request to confirm your understanding.
• Provide answers.
  • Don't be afraid to say, "I don't know, but I'll find out for you."
• Avoid saying, "I'm sorry they must have made a mistake in XYZ office." Instead, say, "I'm sorry that we made a mistake" or "I'm sorry that you are experiencing this difficulty, but I'll look into correcting it." (Show that we're a team at ITU/University and that you'll do something to rectify the problem.)
• Is the customer satisfied with the service? Ask the customer if they need additional help.
• Correct the problem or indicate that it will be corrected, and thank them for bringing it to your attention.
• If you are unable to answer the question immediately, take the customer's name and number so they can be called with a satisfactory answer when the issue has been addressed.
• In some situations, a satisfactory solution may not be apparent. If you are unable to resolve the matter to the customer's satisfaction, get help from your supervisor.

Working with Difficult Customers

At some stage you may have to confront a difficult situation in dealing with a customer. The following are some guidelines to deal with problematic situations while maintaining quality customer service.

• Stay calm and do not become defensive. Do not take the customer's frustration personally.
• Remember good listening skills. Let the customer finish explaining their concern, and give the customer's concern credibility.
• Be courteous. Assure the person every effort will be made to address their issue. Focus on finding a solution.
• Follow up with your customer, either by phone or e-mail, to make sure the solution worked. If you find out the customer is not satisfied with the solution, continue to look for another solution.