steps needed to begin problem solving in the customer care

7 Customer Service Problem-Solving Techniques with Examples

Solving problems in customer service is hard enough. So, to make it easier for you, I’ve organized a list of 7 actionable techniques that will help you with troubleshooting. Check them out!

Written by Tetiana Shataieva

Problems themselves are not scary. What really makes our blood freeze is the lack of frameworks in mind for how to solve them. Lists and step-by-step instructions give us a roadmap to troubleshooting and reducing the barriers to success. 

Scary situations stop being such if you have the tools to solve them, believe in yourself, and in what you are doing. 

Ok then, let’s assume it’s not your first day in customer service, and you know how to act in case of clients’ complaints. How to stand out from the crowd? How to solve common customer service problems more effectively? 

Well, that’s where the list of 7 customer service problem-solving techniques can come in handy. I’ve selected the most original and efficient examples. But first things first.

What is problem-solving in customer service? 

Solving customers’ problems is more than just fixing the bugs or providing detailed instructions. It’s about being prompt, patient, polite, and staying by their side all the way through. Basically, you need to say what consumers want to hear while not instilling false expectations. 

In customer service , clients expect something more meaningful than just a financial solution if the issue has occurred. Survey results suggest that only 43% of respondents are satisfied with refunds. And 50% said they enjoyed the feedback that involved an apology, empathy, or other compensation unrelated to money. Unsurprisingly, 60% stated that they were happier when they received both.

How does bad customer service damage your business?

Many aspiring entrepreneurs ask themselves, ‘ why is customer service important? ‘ There are plenty of reasons, but to put it simply, bad user support is not an option if you want your business to thrive, of course.

Poor customer service is like an illness that, if left untreated, affects all parts of the business until complete destruction. 

Let me elaborate here. Imagine a client faces a problem with a product, turns to customer support, doesn’t get proper help, gets annoyed, leaves a bad review, and discourages people from buying from this specific company. Slowly but surely the brand loses its reputation, fewer leads convert, employees leave for competitors, loyal customers switch to alternatives, and eventually, revenue decreases irretrievably. It’s a pretty grim scenario, isn’t it? But it’s exactly what happens if you provide poor customer service and do nothing to improve things. 

To make it a lot simpler to understand, here is an infographic. 

Basic customer service problem-solving steps

Acknowledging the importance of good customer support , some companies provide special training to their agents. What they learn, among other things, is a four-step process of solving problems. It’s four simple steps that customer service reps should follow.

• Listen to a customer.  No doubt, this step is the most crucial one. Ask all the questions about the unpleasant situation to give a complete answer that matches the problem. Don’t interrupt the customer and let them express their feelings if they need to. Be that empathetic ear we all strive for when being sad or angry. 
• Acknowledge a client’s pain. This step implies agents being understanding of the client’s struggle and admitting it. It’s also a time to paraphrase the problem back to a user to show that you understand it. It proves to the customer that you both are on the same page. 
• Offer alternative solutions. “It’s not a desperate situation, and we can fix this.” That’s a message you have to convey to a client. Offer an efficient solution and make sure it fits the customer’s needs. It’d be a nice practice to offer some compensation in the form of a voucher, discount, or free item.      
• Follow-up. It’s the step you can’t go without in customer retention and service otherwise, all previous steps may lose any sense. So, make sure that you win a happy customer and that they are satisfied with the solution. If they still feel unhappy, find a way to gratify them (that’s your job in the end!)

Now that you’re familiar with the concept, it’s time we deepenned the knowledge. How about learning some practical techniques to battle every issue your clients have? Read on.  

7 customer service problem-solving techniques 

In the race for happy and, therefore loyal customers, creativity and the ability to think outside the box will help a lot. Here are some original customer service problem-solving examples that you might want to apply at your company. 

• Don’t argue, simply start with an apology It’s an instinct to defend ourselves when someone insults us. But fighting with customers is a ‘red flag’ that results in an even bigger brawl.  In most cases, angry clients will be annoyed with something that is not even your fault. However, this won’t stop them from blaming you for all the customer service issues they are facing. In fact, you would often come across customers who have troubles because of their own faults.  But you cannot point it out directly. Otherwise, you will shake their faith in your brand. The best problem-solving technique is to apologize first and ask for more information to investigate it. Because it doesn’t really matter whose fault it is if it’s your responsibility to fix it and reduce possible negative consequences. When apologizing, try to be creative. Instead of using a canned response “Sorry for the inconvenience,” send a more human reply.  Brief first-response phrases to extinguish the fire and garner customer satisfaction: “Thank you for reaching out! I totally ‘feel’ for you. Here is what I’m going to do to turn things around.” “Wow, I am so sorry to hear that. No wonder, you feel this way. Let’s get things right ASAP.” “I appreciate you letting me know about the issue! I definitely will make sure that it gets sorted.” “Ohh, it sounds like a serious issue. I am so sorry you have to go through this. But you’ve come to the right place to get this resolved.”

• Offer generous compensation I’d say this is the most intuitive technique which rarely comes even in the most detailed customer service checklist . When we make someone feel bad, the immediate reaction is to compensate for the damage and give something in return. This approach immediately defuses a potentially problematic situation.  Discounts, free items, or other bonuses direct the customer’s attention to the benefit they’ve just received. So, instead of being angry about an issue, they feel happy with the gift you’ve given them. However, there is a downside to such a tactic – it doesn’t guarantee that a client will return. They can just take a free item and never come back.  If you want to attract a customer to use your service again, then consider offering a coupon or voucher for the next purchase. This way, it’s more likely your unhappy buyer will return, giving your company the chance to earn back customer trust and loyalty. Not for nothing, KFC gives vouchers to dissatisfied customers (because it really works magic). Let’s say a consumer orders delivery from the restaurant, receives a package and realizes that a caramel milkshake is missing. They were furious because this milkshake had been the most wanted item, and they texted the support department with a complaint.  A friendly support representative apologizes sincerely, makes a refund, and offers a voucher for a free milkshake. The customer’s anger has gone away. Now they are calm and satisfied again, and customer loyalty is not far from being THE case. 
• Take your apology offline There are those customers you just can’t lose because they form the backbone of your revenue. In such circumstances, it might be necessary to take your apologies to a new level, namely offline. Such a technique allows your unhappy customers to feel special and appreciated.  For instance, invite the customer to come to your office and talk properly about the issue and what you can offer them as a workable solution. It shows that their complaint is being taken seriously.  I can think of another more creative way to say sorry – send your angry customers a gift in branded packaging. Include some things that most people enjoy, like sweets, tea collection, branded stationery items, etc. The gesture is what counts the most here. There are some firms (Sorry As A Service, for instance) that can help you with that. When your company fails the client in any way, you turn to such a company for help. You list what your “sorry” package should include, and the guys take care of the rest. 
• Empower your customers to help themselves If you had two options, either resolve an issue by yourself or with the assistance of a customer representative, what would you choose? Interestingly, 67% of respondents go for self-service instead of using communication channels and speaking to a support agent.  That’s why we cannot fail to mention this problem-solving technique since it’s the most preferred way for many users. It’s especially true if you target millennials, a tech-savvy generation who got used to researching answers online. Human interactions are only necessary if all the existing ways of troubleshooting fail. In case young users feel that it’s too complicated to find the answers online, they will complain. And, most probably, they won’t text your support agents about their displeasure. Instead, they will go to social media directly to share their negative experience. Twitter, Facebook, Instagram, and now TikTok are today’s users’ weapons against your poor product quality or service.  How to ensure a self-help option for your customers?  Deploy a knowledge base feature . It’s a ‘help yourself’ functionality that allows users to find answers without a hint of your assistance. If a customer wants a refund, they can chat with your agents and ask ‘how to’ for the thousandth time. Or, they can read a step-by-step help article in your knowledge base.  If you decide to go with the HelpCrunch software, you can in-build the knowledge base feature into a live chat widget so that customers don’t have to look for it across the website. This way, customers’ problems have all the chances to be addressed without service reps. 

Empathetic and faster responses are the key factors for high-quality customer service. Once users know you are taking care of their issues, they can get back to their daily activities. 

While the most damaging thing in problem-solving is silence. In the long term, it can ruin your brand and the company as a whole. Try to reply with an apology message during the first 2-5 minutes after the complaint has been sent.

The question is how to ensure high responsiveness? 

For that, savvy companies usually leverage special communication tools, like live chat, chatbot, or knowledge base. And I know the one that might be just the thing. Thanks to its rich functionality, the HelpCrunch help desk software (with a shared inbox in the front) allows your agents to handle up to 5 chats simultaneously. You can test the tool for free for 14 days now.

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10 Tips and Techniques for Customer Service Problem-Solving

October 11, 2023

In the customer service world, challenges arise when you least expect them. Whether you're a seasoned professional or just starting, mastering the art of problem-solving is essential.

In this article, we’ll share with you 10 simple yet effective tips and techniques that will empower your team to navigate customer service issues like a pro.

From active listening to setting realistic expectations and offering solutions, these strategies will benefit your business by enhancing your team’s problem-solving skills and boosting customer satisfaction.

Why are problem-solving skills important in customer service?

Problem-solving skills are crucial in customer service because they turn frustrating situations into bright opportunities. When you effectively identify and address customer issues, you also show that you genuinely care about their satisfaction.

These skills build trust, improve customer loyalty, and lead to positive word-of-mouth recommendations. Moreover, they help your team handle challenges efficiently, reducing stress and improving overall job satisfaction.

In short, mastering problem-solving in customer service is the key to creating happy customers and a thriving, customer-centric business.

Customer Service Problem-Solving # 1 - Active Listening

Active listening is a vital technique in customer service problem-solving. It involves fully focusing on what the customer is saying, not just waiting for your turn to speak.

To practice it effectively, encourage your team to maintain eye contact, nod in acknowledgment, and use phrases like "I understand" to show empathy. Let them practice how to avoid interrupting and give customers the space to express themselves fully.

By truly hearing your customers’ concerns and needs, your team can respond more precisely and find solutions that leave customers feeling valued and satisfied. This successfully turns potentially challenging situations into positive experiences.

Edapp can empower your customer service team's problem-solving skills by offering interactive and customized training courses. These problem solving training courses include EdApp’s Problem Solver course. There’s also a course on Dealing with Difficult Customers .

Through scenario-based simulations, your team members can practice resolving real-life customer issues in a safe learning environment. Edapp's reporting and analytics features allow you to monitor individual progress, identify areas for improvement, and provide targeted feedback.

With the flexibility of mobile learning , your team can also access training anytime, anywhere, making it convenient to sharpen their problem-solving abilities. Plus, Edapp's engaging and adaptive content makes sure that your team stays motivated and develops the critical skills needed to excel in customer service problem-solving.

Sign up to EdApp for free to unlock your customer service team’s best potential.

Customer Service Problem-Solving # 2 - Stay Calm and Patient

Staying calm and patient is a superpower in problem-solving. When your team keeps their cool even in tough situations, it sends a reassuring message to the customer that they’re competent and there to help.

Some tips you can give them are to take deep breaths, to remember it's not personal, and to not rush through the conversation. Pausing to collect their thoughts can also lead to better solutions and prevent the situation from escalating.

With this customer service problem-solving skill, your team gains the upper hand in resolving issues effectively, creating happier customers, and making their jobs less stressful in the process.

Customer Service Problem-Solving # 3 - Apologize Sincerely

Apologizing sincerely is a golden technique in customer service. When your team members genuinely say, "I'm sorry," they show empathy and take responsibility for any inconvenience the customer has faced, regardless of fault.

This simple act of acknowledging their frustration can go a long way in diffusing tension and starting the path toward resolution when it comes to customer service problem solving. A sincere apology demonstrates that your customer service team cares about their experience and is committed to making it right.

So, don't let your team underestimate the power of a heartfelt "I'm sorry" in turning a customer's problem into an opportunity to leave them feeling valued and satisfied.

Customer Service Problem-Solving # 4 - Take Ownership

Taking ownership is a remarkable technique when dealing with customer problems. When your team members accept responsibility for resolving an issue, they send a clear message to the customer that their concerns matter to your business.

It doesn't matter if your product or service caused the problem. By taking ownership, your team demonstrates a commitment to finding a solution and ensuring their satisfaction. This step builds trust and confidence in your customers, showing that your team is there to support them every step of the way.

Encourage your team to say, "I'll take care of this for you." It's a powerful way to transform challenges into opportunities in exceptional customer service problem solving.

Customer Service Problem-Solving # 5 - Set Realistic Expectations

Setting realistic expectations is an important step for customer service problem solving. When you communicate clear timelines, you're being honest and transparent with what the customer can expect.

This helps manage their expectations and prevents disappointment down the road. Under-promising and over-delivering is a technique your team can use to make sure that they have the time and resources needed to meet or exceed the commitments they’ve made.

This technique not only prevents misunderstandings but also creates a positive experience by showing that your team is dependable and trustworthy. It ultimately makes customers happier and more satisfied with the service they receive.

Customer Service Problem-Solving # 6 - Collaborate with Colleagues

Letting your team members collaborate with their colleagues for problem-solving is like having a superhero team for customer service in your organization. Sometimes, challenges are complex, and it's perfectly okay to call in reinforcements.

They can also involve other team members or departments when needed, ensuring that they have all the expertise and resources at their disposal. Effective internal communication is the key here; so make sure that everyone is on the same page.

This customer service problem solving example helps find more comprehensive solutions and demonstrates a unified commitment to customer satisfaction. So, remind your team that they’re not alone in this mission–collaborate, conquer, and make your customers' day better together.

Customer Service Problem-Solving # 7 - Offer Solutions

Offering solutions is not just about acknowledging the issue; it's about actively seeking ways to fix it. Presenting practical solutions to the customer's problem shows that your team is dedicated to making things right and that customer satisfaction is their top priority.

So when faced with examples of problem-solving scenarios, have your team discuss the options, outlining the pros and cons if necessary, to help your customers make an informed decision.

Offering solutions not only resolves the immediate problem but also fosters trust and loyalty, leaving customers feeling heard, valued, and confident in your team’s ability to provide exceptional service.

Customer Service Problem-Solving # 8 - Follow-Up

Once the issue is resolved, your customer service team shouldn’t leave your customers hanging. They should take the extra step to check in with them.

Whether it's a quick email or a phone call, asking if everything is going well shows that your team genuinely cares about their satisfaction even after the problem is resolved. It's a fantastic way to ensure their needs are fully met and to gather valuable feedback for continuous improvement.

Following up not only leaves a lasting positive impression but also transforms a simple resolution into a memorable and delightful customer experience . So, remind your team to circle back and make sure that your customers are smiling long after the issue is history.

Customer Service Problem-Solving # 9 - Document the Interaction

When your team members keep detailed records of customer issues and the steps taken to resolve them, they’re creating a valuable resource for your customer service team.

These records offer a clear picture of past challenges and solutions, making it easier to spot trends and identify areas for improvement. Plus, they guarantee consistency in your service by allowing any team member to pick up where you left off, providing a seamless customer experience.

Think of documentation as your team’s secret weapon for conquering future customer service adventures, helping them navigate problems with confidence and precision.

Customer Service Problem-Solving # 10 - Learn from Each Case

After resolving an issue, let your team take a moment to reflect on what went well and what could be improved. Have them analyze customer feedback and common issues to identify patterns and trends.

By turning each case into a learning opportunity, your team can continually refine their problem-solving skills and fine-tune your business’s customer service approach.

It's the key to growth, making sure that you and your team are always ready to tackle new challenges with even greater expertise. This ultimately creates happier customers.

Donna is an elearning content writer for EdApp, a mobile-based microlearning platform designed for today's digital training needs. When she's not writing web articles, she writes lines of code or songs or anything food-related.

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The Guide to Effective Customer Service Problem Solving

Cases that start as “I don’t know” quickly become “I figured it out!”

“I don’t know” isn’t a good enough answer in customer support. When customers come to you with unique problems and unusual questions, we can’t refuse to answer them. In this guide, we’ll give you the steps to turn that “I don’t know” into something better:

“I don’t know, but I’m going to figure it out.”

With this guide to effective customer service problem solving, we give you a three-step process to follow:

• take stock of the information you’ve been given,
• gather any additional information you need,
• and then work to solve the problem and respond to the customer.

Let’s get started.

Assess the information you have

Information is the most important tool in your tool belt. The first step in solving any problem is to identify all the information you already know. Whether this case was escalated to you for help, or if you’ve just realized that there may be more than meets the eye to this problem, take the time to lay out everything you know.

Customer’s tone

How does your customer feel about the situation? Are they technically minded, or are they struggling to describe technical issues ? Are they calm and cooperative? Or combative and frustrated? Is this a deal-breaker for them? Or is it just a weird bug? The demeanor of your customer will inform how you approach the situation going forward.

Customer’s history

Do a quick review of the customer’s previous support interactions, any purchases they’ve made, what plan type they are on, etc. This context will help you replicate the issue, as well as respond appropriately to the customer.

What’s happening?

Do you know enough about what’s happening? Have they sent through screenshots? Error messages? Console data? What were they trying to accomplish? It doesn’t need to be a technical problem for this step to still be important. Understanding what the customer’s motivation is will help solve a variety of issues.

Has this happened before?

It’s very unlikely that this is a brand new problem. Has the customer reported it happening before? Has any other customer reported it happening before? Help desk search functions are incredibly powerful tools. Search error messages and problem statements to see if other customers have reported similar issues. You can also search the internet to see if it’s a third-party issue. For example, if you’re using a third-party payment system, you might be seeing one of their errors when customers are purchasing on your website.

Gather more information

Okay, we’re partway there! If you didn’t have an epiphany while you were sorting through the information already at your disposal (sometimes that happens!), it’s time to gather more data.

Can you replicate it?

There’s no way to get more information than to get hands-on with the problem. Do you see the same thing happening?

If not, what information do you need to replicate it?

If you can’t replicate the issue, it’s probably because you’re doing something different or in a different environment. What information do you already have about the customer’s environment? What do you need to know in order to do exactly the same thing?

• Environment: browser version, extensions (try it incognito?), other settings.
• Steps: can they record a screengrab? What are they trying to do? What error message do they get?
• Specific settings: what account are they using? What version of your product are they using? If you can try it in their account (using “admin mode” or “god mode” so you can see it without asking for their username or password), does it happen for you as well?

Ask other people

Now’s the time to check in with other people on your team to see if they have any ideas. Have they ever seen something similar?

Depending on your relationship with your product and engineering team, you may also be able to check in with them at this point. However, many teams have a more formal bug reporting process in place to prevent “side of the desk” questions from interfering with their workflow. If that’s the case, you may want to do more research first.

Solve the problem

Now you’ll need to actually solve the problem for the customer. It might require finding a workaround, or reporting a bug to the development team.

Bug or works-as-designed?

Once you’ve replicated the issue, you’ll need to decide whether that is the way it’s supposed to work, or if you’ve found a bug. If it’s a bug, congrats! You can file a bug ticket and ask your engineering team to fix it. If it’s a feature or a design flaw, you may need to make a case for an update. In this case, the complex problem may turn into a feature request.

Is there a workaround?

Can you get to the customer’s desired end result in another way? Whether the issue turns out to be a bug or a feature, if you can find another way to achieve their goal, your customer will be happy!

Write a great response

Once you’ve replicated the issue, solved the problem, found a workable solution, or at least documented the bug for a future fix, you need to get back to the customer. Writing an empathetic, thorough response can make all the difference in a complex situation.

In many cases, your response will follow the same steps as a great customer service apology :

• Offer explanation
• Fix the problem
• Wrap it up and let them know what’s next

Resources for Customer Service Problem Solving

We all need a little help sometimes. If you’re learning how to fix more difficult problems, these resources can help.

Help Scout’s Art of Troubleshooting

On a mission to troubleshoot a bug? This guide is super helpful .

Support Details website

Learn how to use Developer Tools, especially Web Consoles

Be like Sherlock, and look for clues!

Customer support requires communication skills and problem-solving skills. Looking for the clues to solve the puzzle becomes a big part of your job as soon as you start to take on more difficult customers. With this guide to customer service problem solving, you’ll have a systematic way to approach those tough questions. Cases that start as “I don’t know” quickly become “I figured it out!”

How did you like this blog?

Sarah Chambers is a Customer Support Consultant and Content Creator from Vancouver, Canada. When she’s not arguing about customer service, she’s usually outdoors rock climbing or snowboarding. Follow her on Twitter @sarahleeyoga to keep up with her adventures.

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How to Improve Problem Solving Skills in Customer Service

Keeping customers happy pays off.

Happy customers buy more, generate positive word-of-mouth advertising, and create great referrals.

Unhappy customers complain, and they do it loudly. What’s worse, for every customer that complains, 26 stay quiet .  

Delivering great customer service can be challenging, but why?

According to Jeff Toister of Toister Performance Solutions and author of three customer service books , there are five reasons why customer service is so hard:

• It’s not instinctive
• Our customers see what we don’t
• It’s sometimes hard to be friendly
• We aren’t good at multitasking
• Directed attention fatigue

So how do we overcome these challenges ?

Problem-solving.

“Every problem has a solution. You just have to be creative enough to find it.” Travis Kalanick

One of the main reasons our customers do business with us is because we solve a problem for them.

Depending on your product or service, your business can help customers:

• experience something new
• feel comfort
• become healthier

What problem does your business solve for your customers?

Problem -solving skills is vital to Customer Service

Solving a customers’ issue should be the goal of every one of your people.

But typically in the past, when an issue escalated to a certain point, help desk service or customer service reps (CSRs) were told to escalate these calls to a supervisor or manager.

More and more companies are asking customer service reps (CSRs) to handle these types of issues, not managers.

That’s a big change for many CSRs.

It’s also a task CSRs can get right with the proper problem -solving skills training . Failing is not an option for CSRs. It’s just too costly.

What is the impact of poor customer service?

Companies lost $75 billion in 2017 from customers switching to competitors because of bad service. That’s up $13 billion from 2016. With customers demands increasing each year, it doesn’t take much to disappoint customers with poor customer service. Obviously, CSRs need to be at the top of their games to keep customers happy.

This guide offers tips on how to help your people solve customer service problems quickly, efficiently, and cost-effectively.

The guide covers the following topics:

• Critical thinking in customer service
• Rules to help customer service people think critically
• Basic customer service problem-solving scenario
• Concrete steps to solve a customer problem

Keeping customers happy can boost customer loyalty, corporate productivity , and business profitability—goals for every company out there.

“Fall in love with the problem, not the solution.” Uri Levine

Critical Thinking in Customer Service

Delivering epic customer service is essential these days. But that’s easier said than done, given today’s more demanding customers.

Identify critical thinkers

To manage demanding customers requires someone highly skilled in troubleshooting—someone with the creativity to solve difficult problems.

All while under the pressure of the customer.

So, look for customer service people that are creative problem solvers when hiring new workers. These people have a penchant for thinking outside the box to solve problems.

That includes not just the ability to think rationally , but also the need to question the information given. Put simply, critical thinking is never taking anything for granted.

Build critical thinking skills

Customer service people can develop critical thinking skills with practice. In a post by Ransom Patterson on CollegeInfoGeek.com reveals seven ways people can improve critical thinking skills:

• ask basic questions
• question basic assumptions
• be aware of your mental processes
• try reversing thing
• evaluate existing evidence
• think for yourself
• remember you are not perfect

Apply these tips encourages critical thinking.

Another critical thinking technique CSRs can use is constructive controversy. A proven problem-solving method, constructive controversy helps you decide if a decision we’re making is the right one for you. Here’s more on this technique .

Basic Customer Service Problem-Solving Scenario

Savvy businesses aren’t afraid to provide employees with customer service problem-solving training.

One aspect of this training is learning the four phases of a problem-solving situation and what to do during each phase. See below:

Listen to customers

Listening is the first step in solving customer’s problems. It’s also the most critical. But customer service people often need training to do it well.

If customer service reps don’t listen, they won’t know the nature of a customer’s problem and its impact on him or her.

Sometimes, all customers want is for CSRs to lend a sympathetic ear. Other times, they need more.

Also, CSRs need to let customers vent without interrupting them.

Acknowledge customer’s pain

During this phase, CSRs need to acknowledge they heard customers and “feel” their pain.

Paraphrasing the problem back to a customer says you’ve done that. It also makes sure everyone is on the same page. If CSRs don’t fully understand the issue, they may end up providing the wrong solutions. Saying something like “I’m sorry you had to call us to deal with this issue” also helps.

Offer alternative solutions

If the issue is merely an oversight on the customer’s part, no remedy is needed.

But if the situation is the company’s fault or a product or service fails, you may need to offer alternative solutions.

Resolution is critical.

In this case, the customer not only didn’t get what he or she wanted but also were inconvenienced. That’s a bad combination no matter how you look at it. Going above and beyond by resolving the issue and offering a free product or service, a special coupon, or a gift voucher goes a long way with customers.

Execute/Follow-up

After agreeing on a solution, CSRs need to execute. Then, you need to follow up. That ensures that customers end up happy with the resolution and are satisfied with the outcome. If they’re not, then customer service people need to find a way to satisfy them.

Understanding these phases of a successful issue resolution is crucial when dealing with unhappy customers. It’s the “secret sauce” to keep buyers happy.

Extra: Be prepared

In addition to this approach, you may want to have some prepared responses to seven stock questions customers ask. They’re questions that almost every company gets:

• Why don’t you have it in stock?
• Why didn’t you or your company tell its customers?
• Why did I pay less the last time I was here?
• Can I have a refund because of this problem?
• You did it last time I was here?
• You said the problem/product was fixed?
• You said you’d call me when the problem was fixed.

Providing stock responses to these questions not only helps customer care people follow company guidelines but also keeps customers happy.

How to Handle Customer Service Issues: 9 Steps

Problem-solving often seems straightforward, but that’s not always the case. Sometimes, it’s complicated. Having workers well-versed in problem-solving skills and techniques for customer care representatives helps. Approaching issues in a systematic way simplifies the problem-solving process.

Below is a 9-step process that can help CSRs resolve even the most complex customer service issues:

Identify the problem

The key to doing this is to ask the right questions. Below are some customer service problem-solving interview questions:

• What is this call really about?
• Is there an underlying issue causing the problem the customer isn’t aware of?
• What does the customer want us to do?
• Is the issue being made worse by a known problem or bug?
• Is this issue identifying a repeated customer service problem or is it a new issue?

These questions can help CSRs pinpoint the real problem. It’s not always what customers think. Acknowledging the customer’s pain, as we said above, also helps.

Find out what customers need

Try to understand how customers see the issues involved and try to get a solid understanding of his or her needs. If appropriate, ask customers what they’ve done to resolve the issue.

Find out how the issue impacts the customer

Understanding how an issue affects a customer is crucial. It helps CSRs not only connect with the customer but also prioritize tasks.

Clearly define the root of the problem

Having identified the problem in steps 1 to 3, you now need to understand what caused the problem. By identifying the cause of the problem, you will have a better idea of how to solve it. Also, you will know how to avoid a simialr problem in the future.

Produce possible solutions

Knowing the problem, your customer care person needs to start brainstorming solutions. They also need to find out what solutions other co-workers may have used to solve the problem. CSRs can then generate a list of potential solutions.

Evaluate each solution and pick the best

Evaluate all the solutions. Decide if you have the resources to implement it, how much the solution costs, how long it will take to execute it, will it resolve the issue, and if it follows company policy.

Plan the solution’s implementation

Some solutions are easy to execute. Others are harder. For harder solutions, think about who will execute the solution, what will it costs, when and where you will execute it, and how will it be implemented. Also, double check out the benefits of the solution.

Discuss the solution with customers

Having nailed down the solution’s details, discuss it with the customer. Walk through it with him or her step by step and ask for feedback. Be ready to adjust the plan. Execute the solution — After the customer approves the solution, it’s time to execute it. Follow up to certify the progress of the solution, that you’re meeting any deadlines and where you stand with the budget. Re-work your plan, if necessary.

Analyze the results

Having finished the implementation, analyze the results. Use quantitative and qualitative data, if available. Can you improve the solution? Also, ask the customer if the resolution met their expectations. That’s critical.

This ten-step process may seem a bit much for call center agents, technical support people, and customer care representatives to tackle. But using it works.

Having customer care people go through it step by step helps your CSRs quickly resolve customer issues the first time that customers call. Track resolution time to see how your CSRs are doing.

Resolving issues when customers contact your business keeps them happy.

Happy customers buy more, generate positive word-of-mouth advertising, and create outstanding online referrals. On average, a happy customer tells nine people about their experience with you.

Keeping customers happy is the secret to boosting customer loyalty, increasing profitability, and differentiating you from competitors. Doing those things can take your company to the next level.

Unicom Teleservices

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Table of contents

The complete guide to customer service troubleshooting.

“Houston, we have a problem!”

“Never mind, John – there’s nothing great troubleshooting can’t fix!”

If you’re in customer support , solving customer issues is something you’re expected to be good at. After all, you spend much of your time helping “fix” things for customers.

And while you may be great at fixing customer issues, are you equally great at troubleshooting them?

Those are two very different things.

In this post, we’ll help you understand what customer service troubleshooting entails, and how you can become a great troubleshooter yourself.

Table of Contents

What is troubleshooting.

Quite simply, troubleshooting refers to the process of identifying the root cause of an issue and implementing the best possible solution to fix it. Oftentimes the terms troubleshooting and problem-solving are used interchangeably, but the former specifically pertains to technical support, while the latter is a broader, more general term.

Effective customer support troubleshooting isn’t about finding quick fixes – it follows a more methodical and careful approach to issue resolution. It requires a mix of ingenuity as well as experience; meticulousness and speed.

Implementing a temporary fix can seem like a swift and simple way to close a customer issue, but chances are, sooner or later, you’ll have to bear the brunt of that hasty fix – whether it’s in the form of time or money (or both!). 

Think about this in terms of how several people mismanage their finances. When they’re short on cash, they use their credit cards to “solve” the problem. When it’s time to pay their credit card bill, they try to find a “quick fix” to the issue by taking a cash advance from a different bank account. The result? They get stuck in an almost inescapable debt loop!

Poor troubleshooting is quite like that. Often succumbing to the pressure of resolving customer issues quickly, support professionals tend to rely on short-term fixes rather than spending time and effort in diagnosing why the issue occurred in the first place. This results in nothing but hastily-implemented stopgap solutions that are sure to cause significant long-term damage and loss to your business. 

That’s surely not what you want, do you? 

Well, that’s exactly why effective troubleshooting is crucial.

Why is troubleshooting such an important customer support skill?

Troubleshooting is one of the most critical aspects of a customer support job. Your customers have invested in your product with the hope and trust that it’ll consistently help them achieve their personal as well as their professional goals. If they experience an issue with your product, and if that issue isn’t handled to the best of their expectations, you’re jeopardizing their trust, and that’s bound to affect your customer satisfaction and brand reputation.

Following are the key reasons why great customer support troubleshooting is so essential for business’ success:  

1. It reduces customer churn

Research suggests that most customers will avoid reaching out to customer support agents for help unless absolutely necessary. It’s probably only after they’ve tried everything possible from their end, and haven’t succeeded, that they’ll get in touch with you. At this point, bear in mind that their patience is wearing thin, and their frustration is at an all-time high.

But that’s not entirely a bad thing.

When you go out of your way to fix a really complex customer issue quickly – one they’ve themselves been struggling to resolve, you’re helping earn back their trust and increase customer retention.

One survey found that resolving customer issues at the first engagement can prevent 67% of customer churn. This just goes to prove how important great troubleshooting skills are for service recovery .

2. It improves the customer experience

Imagine a scenario where a customer is under a tight deadline, and their work is stuck because they’re unable to login to your product. At such a time, all that the customer is truly hoping for is that their issue gets resolved quickly, and with minimum effort.

When you’re great at troubleshooting, you’ll empathize with the customer’s plight, know exactly the right questions to ask of them, and not put them under the pressure of inspecting and resolving the issue. 

Your customers will always value and remember these instances where you didn’t just resolve their issues on time but also made the process extremely convenient for them.

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3. It saves you and your customers a lot of time

As a customer service representative, your to-do list is ever-expanding, and working efficiently is the only way you can keep up with the tasks at hand. That’s where your stellar troubleshooting skills come in handy. 

Good troubleshooting is not just about finding the best possible solution to a customer’s problem but is also about finding one quickly. Evaluating similar issues customers have faced in the past, having great knowledge of the product, and regularly documenting the troubleshooting process for unique customer issues are a few ways you can speed up issue resolution. Doing this can save both you as well your customers a lot of time.

The key qualities of a great troubleshooter

Great troubleshooting is an acquired skill. Sure, some people are gifted problem-solvers, but troubleshooting goes beyond the realms of mere problem-solving – it aims at understanding the nature of the problem, why it exists, what’s the best solution to it, and ensuring it doesn’t occur again. To do all of this successfully, customer service agents require the following qualities:

1. Communicating with empathy and patience

The most important quality of a troubleshooter is their ability to patiently listen to customers’ needs while showing genuine empathy for their problems.

It’s important that you pay attention to the smallest of cues and details that customers share with you. At the same time, it’s also essential that you don’t overwhelm them with too many unnecessary questions loaded with jargon. Remember – not all your customers are going to be tech-savvy, so simplify your communication as much as possible. 

Carefully listening to customer issues will help you troubleshoot quickly while also giving you ideas to constantly provide excellent customer service.

2. Researching well

While handling support for a product or service, you’ll have similar customer service issues come up multiple times. Chances are that a lot of these issues are fairly easy to resolve, and will have answers somewhere within your knowledge base , FAQ sections, or your issue logs. In such cases, walking customers through the issue resolution process isn’t much of a challenge.

The true test of your troubleshooting prowess happens when you encounter a unique customer issue that hasn’t been documented before. That’s when you need to know how to research the cause of the issue as well as its possible solutions by scouring through reliable resources across the internet and by discussing the problem with more experienced colleagues. Great research skills are indispensable for great troubleshooting.

3. Thinking out-of-the-box

Some customer issues can be handled in a pretty straightforward manner – you diagnose the issue, identify the main area(s) of concern(s) and find the best way to fix the problem for good. The customer is happy and so are you!

But, being in the tough job that customer support is, you’re well aware that not all days are as rosy and not all customer issues, as simple. 

Approaching complex customer problems requires a mix of critical, logical and creative thinking. You sometimes have to break free from the formulaic approach to resolving issues. 

Creating mind maps, having brainstorming sessions with your team and constantly updating your skills by the way of research and training are some great ways to enhance your creative troubleshooting abilities . 

4. Being a team player

No matter how skilled a problem solver you may be, collaborating with your team on various customer issues is a vital troubleshooting practice. 

Why? Because your support team will have individuals with diverse skill sets, experience, and varied perspectives. This will help you develop a holistic customer service problem-solving approach.

Ensure that you regularly bounce ideas off each other, hold daily discussions about unique customer issues and work together to resolve them. 

5. Being decisive

Customers hate waiting – no secrets there. When they reach out to you with support issues, they expect you to resolve them quickly. 

But as a dedicated service rep, you have to perform your due diligence. Providing them with a quick fix is not the right way to go about it.

How do you then give your customers what they want, without compromising on your support quality?

By being decisive when you need to. 

Once you’ve successfully identified an issue and the possible solutions to fix it, you must be quick in evaluating every solution, choosing the most appropriate one, and helping customers implement it. 

Decisiveness isn’t just about rushing to make a choice when you’re presented with a plethora of options – it’s about making the right one.

Steps involved in the troubleshooting process

Now that we’ve gone over the importance of customer support troubleshooting along with the key skills needed to troubleshoot effectively, let’s unpack what the entire process looks like.

Here’s the step by step guide you’ll need to troubleshoot customer support issues effectively:

1. Understand the problem

The first step in troubleshooting a support issue is to understand the problem. Here’s where the effective communication skills we earlier spoke of come in handy. To understand an issue comprehensively, you must do the following three important things:

a) Ask the customer the right questions 

Perhaps the most important first step in troubleshooting an issue (besides apologizing for it, of course) is  asking the customer the right questions . 

More often than not, customers won’t be able to give you a clear picture of their issue unless you guide them well. Start by asking the most basic question – “Can you please explain the problem you’re experiencing?”. Follow up with more specific questions like, “When did this problem first occur?”, “Can you please send me a screenshot of the error you see?”, “Are you seeing the error message only when you perform a particular action?”, etc.

Your questions should help you get clarity and context about what the issue is and how it’s impacting the customer.

b) Dig deeper into the issue

Once you’ve collected all the necessary information from the customer, the next step is to dig deeper into the issue – check if a similar issue has been documented in the past (in your knowledge base or issue logs). If it has, you know the drill, but if it hasn’t, you’ll have to collect more information to successfully diagnose the issue. 

Ask the customer if they can do a screen share with you. This way, you can use your expertise to gauge the problem better and make note of the important details the customer may have missed sharing with you. 

c) Define the issue 

Once you’ve clearly understood the problem, you should be able to define it – what the issue actually is, what the customer is intending to do vis-à-vis what is happening instead.

At this stage, it is important that you clearly communicate your understanding of the issue to the customer so you’re both on the same page.

2. Break it down

After understanding and defining the issue properly, you’ll have to further break it down to find out at which exact point things went wrong – in other words, identify the “root cause” of the issue. You’ll need to do the following:

a) Test out the basics first (one at a time)

Oftentimes, a customer issue isn’t as complex as it appears to be at the first glance. Changing simple things like clearing the cache and cookies, logging out and logging back in, removing browser extensions, restarting the device and using a different browser can help fix the issue. 

Make sure to try each of the above things one at a time though. Doing this will help you understand which one of your tests exactly resolved the issue. Use your discretion and knowledge to decide the order in which you want to run the tests.

b) Do a before vs. after comparison

A great way to narrow down a tech issue is to compare it with a normal, working version of it. Create a checklist of the differences if you like – it’ll just make it a lot clearer for you to understand where the issue lies and how you should approach it.

3. Identify possible solutions

At this point, you’re well on your way to find a fix or a workaround for the issue your customer is facing.  Brainstorm possible solutions with your team . This is the stage where you’ll also need to see if other departments (for example, engineering) need to step in. Create a list of all possible solutions you’ve come up with. Here are the next steps you should follow:

a) Evaluate alternative solutions

There’s almost always going to be more than one way to fix a customer issue. Your job is to evaluate each one of these alternatives and propose the best one – one that’s the most fool-proof, the fastest and the most convenient to implement. Again, it’s a great practice that you get inputs from your more experienced colleagues here.

b) T est out the chosen solution 

Before getting the customer onboard with the solution, make sure you thoroughly test it out yourself and iron out any issues that might crop up.  You don’t want the customer getting excited for nothing!

If things look good, which they’re most likely to, wonderful! If not, don’t worry – try going back to the earlier steps and see if you’ve missed something and make the required changes.

c) Propose the solution to the customer

After you’ve tested out the solution, it’s time to let the customer know you have a fix for their issue. Try to be as descriptive and clear as possible while sharing details about the proposed solution. If required, fix a call with the customer and walk them through the entire process.

4. Implement the solution

You’ve found the right solution to the issue and your customer’s onboard with it. Great! Now, it’s time to implement it. Considering that you’ve been thorough with all your testing, implementing the fix should be fairly simple.

The following are two important steps to follow after you’ve implemented the fix:

a) Try to find a permanent fix 

Try to analyze if this issue can be fixed permanently so that other customers don’t have to experience the same problem. For example, if while troubleshooting you found that using a particular browser causes your app to crash, let your development team know so they can fix the issue for good.

b) Document the issue

This is a very important step that shouldn’t be missed. Make sure you document all the details about this issue and the resolution process for the benefit of other members in your team as well as other customers. This will help them both save a lot of time if they were to encounter a similar issue in the future. 

Make it a practice to update your knowledge base and issue logs each time you troubleshoot a unique issue.

Most importantly – help your customers help themselves

Following the above structure is a great way to resolve most complex support issues, but a lot of times, simple tweaks can do what a long-drawn-out troubleshooting process doesn’t have to. 

Encourage your customers to perform the basic troubleshooting checks (as mentioned above in step 2) like rebooting their system, clearing their cache and cookies, etc. themselves. Guide them with the information in your knowledge base that’s relevant to their issue. Instead of sending them a direct link to the article, summarize the resolution process in an email and add the article link towards the end. 

Effective troubleshooting is as much about being efficient as it is about being systematic. It’s something both your team and your customers will appreciate.

Now go – be the troubleshooting hero you’re meant to be!

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Customer Service Problem-Solving Techniques to Improve Your Sales

Customers have numerous issues, with varying degrees of sophistication or viewpoint. They are running out of time. They have an almost unlimited number of product options to choose from. They are wooed by product reviews. 

In such situations, a customer may not be aware of the best solution to an issue. You as a service provider, however, can step into their shoes, come to grips with the problem, work out the solution and gain the customer’s trust. 

The ability to solve a customer’s problem is what makes all the difference between churn and loyalty.

What is Problem-Solving in Customer Service?

Problem-solving in customer service is a skill that entails

• Knowing how to handle a conflict
• Being able to calm an agitated customer using tone of voice and true empathy
• Listening and speaking while maintaining a strong grip on problem-solving techniques.

How does bad customer service affect your business?

Customer service issues must be resolved because they affect other parts of the business. Businesses must become more customer-centric and coordinate their services in order to delight clients by effectively solving their problems.

You may have the ideal product and competitive pricing, but if your customer service is poor, your business can falter.

Let’s look at some of the ways in which bad customer service can impact a business.

Harms Brand Reputation

Customers like to share their stories. As a result, when people have a poor experience, they turn to their favorite media to express their feelings. A single poor review on Twitter or Facebook can defame your brand image.

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” -Warren Buffett

Lesser Conversions and Loss of Customers

Inefficient solving of customers’ problems , slow response times, and frequent negative experiences make prospects less likely to become customers and make current customers less likely to stay loyal.

“53% of customers are likely to stop buying from a brand after a poor customer service experience.” – source

Dip in Customer Lifetime Value (CLV)

Companies that consistently provide bad customer service eventually fail. Customers today have so many options that when they have a negative service experience, they will go to a competitor. 

It’s widely known that one-time customers are expensive, whereas recurring customers bring a steady source of income. 

Customer lifetime value is a measure that is computed by adding up all of a customer’s revenue over the course of their engagement with a company. 

You can increase the lifetime value of your customers by delivering outstanding service. This means you can make more revenue by spending less money on customer acquisition.

Steps of Customer Service Problem-Solving

Here is a 5-step process for customer service problem-solving and troubleshooting when you come across a customer issue.

1. Ask, Ask and Ask

Ask the proper questions to learn what is upsetting your customer. You won’t be able to remedy your customer’s problem if you can’t place it. 

For example, ask questions such as, 

“Have you been dealing with this issue for a long time?”

Asking relevant questions will help you identify customer needs while also assisting you in determining an appropriate solution.

2. Identify the Problem

After having a question session with your customer to discuss their pain areas, you can restate or explain the situation as you have come to terms with it. 

You must describe the problem precisely and do so from the customer’s perspective. Get the customer’s approval that you’ve grasped the problem.

Before you move on to the next phase, ask whether there is anything else that is bothering them.

3. Formulate Solutions 

After a thorough examination of the problem, develop various solutions and present the best solution to the customer or prospect. 

Your solution must be focused on the specific problem , and not ambiguous.

4. Deliver the Solution

Deliver the solution as promised. Take advantage of these opportunities to strengthen your customer relationships and demonstrate that you are worthy of their trust.

5. Follow up with Customers

It’s critical to check in with your customers to see how they feel about the solution and confirm that the issue has been fixed. This step demonstrates to customers that your organization values customer service and is committed to providing a better customer experience .

It’s important to ask some of these challenging questions when checking in with present customers in the hopes of upselling, cross-selling, or renewing their contracts. 

“How satisfied are you with our product on a scale of one to ten?”

“How did you come up with that score?”

“What is it about our product/service that you enjoy?”

“Do you think you’ve experienced excellent customer service?”

This will keep you from overlooking warning signs that they’re dissatisfied and might begin to consider switching to a competitor.

In an era where ‘Customer is King” , happy customers are the secret to growth. As a result, customer satisfaction is a direct reflection of the effectiveness of your service team.

“The probability of selling to an existing, happy customer is up to 14 times higher than the probability of selling to a new customer, according to Marketing Metrics” – source

To improve customer experience and increase cross-selling and upselling opportunities, forward-thinking companies link their sales and customer service teams .

9 customer service problem-solving techniques

Customer service exists to assist customers with their demands or any issues that may arise while they are using your product or service. It is, therefore, necessary to train your staff on how to properly resolve customer complaints or problems.  Learn about the methods a service representative can take toward customer service problem solving to deliver superior customer service!

Ask for the Customer’s Needs

Ask probing questions to get to the heart of the matter and uncover unmet customer needs. The answers to these questions can be used to create a workable solution, and this is a consultative approach that will strengthen customer relationships.

Listen to the Customer

Listen to the customer to prod deeper into the issue to determine the underlying cause. Only then will you be able to solve the problem at its core. You could even be assisting your company in developing stronger SOPs or regulations or eliminating a rigid process that is preventing you from running smoothly during the course.

The more you know about your customer and their company, the more you’ll be able to influence their bottom line.

Don’t argue

When we are offended or proven wrong, we have an inbuilt propensity to react in a defensive manner. In customer service, this is a no-no.

To go through the situation unscathed, here are two tips that you can use.

Tip 1: Allow customers to talk

You should let your customers talk until they are able to release their frustrations and calm down. 

Tip 2: Show that you care

The least you can do is support them and be empathetic toward the situation while customers go on explaining their tales. Use consoling phrases to comfort them.

Send Lightning-Fast Response

Every customer is strapped for time and expects a timely response from your support agent, 

Kapture’s omnichannel help desk software can help you streamline how you manage customer inquiries across multiple channels.

Image: Kapture’s omnichannel dashboard

You can route inquiries from a certain channel to a dedicated team. This helps ensure a smooth customer experience and swift resolution of customer inquiries.

Another way around is to add a live chat feature to your website. It is a tool that helps customers instantly connect with your agent and work out solutions. Kapture’s live-chat tools embedded in your website can deliver faster responses.

Follow Solutions to the Conclusion

Once you’ve committed to providing the resolution, it’s in your best interests to see it through to completion.

The standard customer problem-solving process includes following up with clients and providing them with updates to keep them informed.

Sending follow-up emails is the most effective technique to keep in touch with them about the solution’s progress.

Kapture’s help desk software allows you to send emails from the same system that you use to respond to customer queries. You really don’t need to use traditional mail services for this. Likewise, the merits of a single sign-on help desk are many.

Use Visual Content

Your customer service representative can solve customers’ problems in a more comprehensible and exciting manner by offering them visual troubleshooting guides. 

The best options are videos, graphical flow diagrams (depicting step-by-step instructions), or screenshots to resolve some of the very minor yet frequent issues. 

Kapture’s knowledge base feature allows you to store and manage information in just about any format, which includes videos, images, and documents, that can be accessed via self-help tools.

This not only saves your time but also gives customers a quick and intelligible solution to their problems.

Offer an Incentive to Customers

Just to make sure that the recent product or service issue your customer faced did not bring any scar to your relationship, it is a supersmart way to butter up the bond with incentives. 

Offering incentives to clients can help you gain their loyalty, and they may decide to wait until you fix their problem rather than looking for solutions elsewhere.

Incentivizing clients to compensate for the inconvenience encourages them to stay loyal.

Consider presenting a coupon or voucher, for instance, on the next transaction if you want to motivate a customer to use your service again.

Self-Help Option For Your Customers

Provide self-help capabilities such as AI chatbots, knowledge base, or interactive discussion forums so that customers can search, find and resolve problems on their own. AI-powered chatbots offer responses to customer queries contextually.

Do not undermine the convenience of a self-service. This is the most preferred channel of help by customers as revealed by many surveys.

Kapture’s AI and Machine Learning-powered self-serve tools are a fantastic approach to support your tech-savvy customers.

Image: Chatbot powered by Kapture

Customers that are happy with your service will stay longer, become repeat customers, and recommend your service to their friends and colleagues.

That’s why it’s critical to cultivate a customer-centric culture within your organization.

Remember to go the customer problem-solving way to create exceptional customer experiences.

Kapture’s AI-based solutions can assist you in effectively managing the entire customer service process and wowing your clients with customer delight factors such as

• Work-flow automation capabilities
• Omnichannel communication
• Self-help features
• Run automatic surveys
• Generate survey reports

Our solution is easy to use and integrates with other services like cloud telephony, social media, eCommerce, ERP, and others making it easy to collate the information at a centralized location.

Kapture, a customer service automation platform helps your team on how to serve and delight customers right from any touchpoint- and translate those efforts into building a loyal customer base.

Finally, follow the sound and systematic c ustomer service problem-solving techniques outlined in the blog t o win your customer’s hearts.

• customer problem solving
• customer service problem solving techniques
• customer service problems and solutions
• customer-based approach
• handling customer complaints
• problems in sales
• productivity
• troubleshooting customer service

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What You Need to Know About Customer Service Problem Solving

Team ChatSupport

February 9, 2022

What is customer service problem solving?

Have you ever had a problem with a product or service that was so frustrating, you contacted the company about it? You probably expected a response that would quickly let you know if the problem could be fixed or if you were out of luck. But more likely than not, your inquiry wasn’t handled in such a way that provided you with much clarity.

Studies have shown that only 43% of customers are satisfied with refunds. But even more than that, 50% of customers love it when customer service representatives empathize and are proactive in providing solutions.

Customer service problem solving has one purpose; to give customers the information they need to make an informed decision. That decision could be whether to keep the item and have it repaired or to return it for an exchange or refund. It’s an integral part of customer support.

This article will cover the basic skills customer service agents need to provide excellent customer service and address customer complaints seamlessly. 

Basic customer service problem solving skills

There are many different forms of customer service problem solving, each with their own unique challenges. While many of these challenges are similar to those faced by regular consumer-facing businesses, there are some that are unique to customer service issues. 

For example, customer service teams in call centers are more likely to deal with customers asking for replacements or refunds. It is oftentimes the customer service reps that make first contact with customers regarding their questions, which can later lead to potential sales.

In all cases, customer service reps need to be fully equipped to provide possible solutions. Here are the top skills needed to boost customer satisfaction. 

Being patient is an asset in problem solving because it allows you to keep calm, even if a customer is upset or angry. If a customer is agitated, then it’s easy to get caught up in their emotions, which can lead you to make a bad decision based on their emotional state rather than understanding their actual problem. 

Taking a moment to calm down will help you understand what they are saying and make sure you’re making rational decisions rather than emotional ones.

Critical thinking

Critical thinking is a form of problem solving that involves analyzing information and identifying the best possible solution. Customer reps with critical thinking skills use logic and reasoning to solve problems, which often involves gathering information from multiple sources. They also consider multiple perspectives when examining problems, which can help them see creative solutions where others may not.

Critical thinking is an incredible skill to have when taking problem-solving steps with customers. 

Empathy is the ability to feel and understand other people’s feelings. It’s important in any customer service role because you are in a position where you will have to interact with and help customers. Customers are not always in the best moods, so empathy helps you understand their frustrations and their needs.

If you are able to empathize with your customer, then you can also assess what type of solution would be best for them. This will satisfy the customer and enhance your chances of getting a positive response from them as the issue is being resolved.

Willingness to help the customer

Customer service refers to addressing a customer’s needs by providing and delivering helpful and high quality assistance throughout their customer journey. Support agents need to be able to show their willingness to help their customers. 

This skill is important because it shows you care about the customer and want to help them in any way you can. It’s a sign of respect for the customer and helps build trust. That trust is an important aspect of any customer relationship and can make all the difference in customer experience. 

Steps for troubleshooting customer issues

To troubleshoot issues in the customer support process, it’s important to understand the process and then to master the skills involved in problem solving.

Do you have the communication skills to provide amazing support? Then it’s time for the next steps: resolving the customer’s queries and helping them along their customer journey. 

Here are the steps to take in order to troubleshoot customer issues and boost retention.

1. Actively listen to the customer’s issue.

To resolve customer issues effectively, a help desk agent must first listen. It’s important to ask the customer questions about what they are experiencing and to refrain from guessing what the problem might be. It’s also important to document the conversation with the customer in order to accurately address their concerns. 

Here are some things to keep in mind when listening to a customer:

• Pay attention to what the customer is saying, not just what they’re asking for.
• Take notes so you can reiterate back what you heard and ensure you have all the information needed.
• Ask questions to clarify when necessary. For example, if a customer mentions something like “My email wasn’t working”, ask them some clarifying questions: “Which email account were you using? What exactly were you trying to do? What did you see on your screen?”

2. Acknowledge the pain the customer is experiencing.

The customer has a problem. Your job is to help them with their problem. The first step in doing that is to acknowledge the customer’s pain.

You need to show the customer you understand and care about the issue they’re experiencing. It’s important to acknowledge their pain because it shows you care about them as a person. If you don’t show them you care, they may think you’re just trying to get on with your work day. That could lead them to think their issue won’t be fully resolved, which translates to poor customer service.

Here are some phrases you can use to acknowledge their pain:

• I understand how frustrating this must be for you.
• I know this problem has been a huge inconvenience for you.
• I can tell that this is an urgent matter for your business.

3. Present alternative solutions to the customer.

When a customer has an issue, you need to be prepared to provide a solution. Sometimes the issue is something that can be resolved quickly and easily; other times, it may require some investigation, but you should always know how to respond appropriately.

Ideally, you should offer at least two solutions so the customer can decide which one best fits their needs. For example, if the customer can’t complete their purchase online, you could try to assist them by helping them to place their order over the phone.

Again, this shows that you care about their business and want to make things right for them in a way that makes them happy.

4. Follow up with the customer.

If the problem cannot be solved at the time of contact, always follow up with the customer to provide an update on the status of their issue. The most important step in this process is to make sure you actually resolve the customer’s issue and don’t just create another one! 

Following up with customers is vital to providing good customer service. It allows you to check on the status of their issue and ask if they require assistance with anything else. 

When you provide this assistance, you can maintain a positive relationship between your business and that customer, which could lead to future purchases or referrals of other potential customers.

Following up with the customer can be as simple as sending an email to ask how things are going or making a phone call to see how the service is working out, so don’t be afraid to go that extra mile to nail your customer loyalty.

Take Your Problem Solving to the Next Level with ChatSupport’s Intuitive Features

Today, customer service agents must have stellar communication skills and be readily available. They are, in ways, promoters of the business by acting as ambassadors for the brand. That’s why your business needs a solution to assist with customer service problem solving.

Enter: ChatSupport.

ChatSupport’s live chat feature is a must have for any company looking to establish and maintain a strong online presence. With ChatSupport’s real-time problem-solving tools, companies can resolve customer issues faster and more effectively, boosting the customer service functionality.

With ChatSupport’s custom survey forms , you can gauge the status of your customer service and find areas of improvement as well.

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How to Conduct Effective Problem-Solving Sessions with Customer Service

In the customer service industry, effective problem-solving is a crucial skill that can greatly impact customer satisfaction and business performance. When handled properly, problem-solving sessions provide an opportunity to identify and address issues that customers may encounter. This article will delve into the importance of problem-solving in customer service and provide key elements and techniques for conducting successful sessions. Additionally, we will explore common challenges faced during problem-solving sessions and offer strategies to overcome them.

Understanding the Importance of Problem-Solving in Customer Service

Problem-solving plays a significant role in ensuring customer satisfaction. When customers face challenges or issues, their overall experience can be negatively affected. However, by actively engaging in problem-solving sessions, businesses can effectively address customer concerns and improve their experience. By resolving issues promptly and efficiently, companies can enhance customer loyalty and build long-term relationships.

Customer service is a vital aspect of any successful business. It is the backbone of customer satisfaction and retention. When customers encounter problems or difficulties, it is crucial for businesses to have a robust problem-solving mechanism in place. By acknowledging and addressing customer concerns, companies demonstrate their commitment to providing exceptional service and ensuring customer happiness.

Problem-solving in customer service goes beyond simply fixing a specific issue. It involves understanding the root cause of the problem and implementing long-term solutions to prevent similar issues from arising in the future. This proactive approach not only resolves immediate concerns but also helps businesses improve their overall operations and customer experience.

The Role of Problem-Solving in Customer Satisfaction

Customer satisfaction is the key to success for any business. By addressing customer issues through problem-solving sessions, companies demonstrate their commitment to resolving problems quickly and effectively. By actively listening to customers’ concerns and providing appropriate solutions, businesses can restore trust, boost customer satisfaction, and ultimately improve their reputation in the market.

Problem-solving sessions provide an opportunity for businesses to engage with their customers on a deeper level. By actively involving customers in the problem-solving process, companies show that they value their opinions and are dedicated to meeting their needs. This collaborative approach not only helps resolve immediate issues but also strengthens the bond between businesses and their customers.

Furthermore, effective problem-solving can lead to positive word-of-mouth referrals. When customers have a positive experience with a company’s problem-solving process, they are more likely to share their satisfaction with others. This can result in new customers and increased brand recognition, further contributing to business growth and success.

Improving Business Performance through Effective Problem-Solving

Effective problem-solving can also contribute to improved business performance. By identifying and addressing underlying problems, companies can streamline their operations and optimize their products or services. This, in turn, leads to increased efficiency, decreased costs, and improved overall performance. Problem-solving sessions provide a valuable platform to explore creative ideas and innovative solutions, enabling businesses to stay competitive in the market.

During problem-solving sessions, businesses have the opportunity to gather valuable feedback from customers. This feedback can provide insights into areas that require improvement, allowing companies to make informed decisions and implement necessary changes. By continuously seeking feedback and actively working towards resolving issues, businesses can adapt and evolve to meet the ever-changing needs and expectations of their customers.

Moreover, effective problem-solving can help businesses identify potential opportunities for growth and expansion. By analyzing customer feedback and addressing recurring issues, companies can uncover new market demands and develop innovative solutions to meet them. This proactive approach not only enhances customer satisfaction but also opens doors to new revenue streams and business ventures.

In conclusion, problem-solving is an integral part of customer service and business success. By actively engaging in problem-solving sessions, businesses can address customer concerns, improve satisfaction, and drive overall performance. Effective problem-solving not only resolves immediate issues but also paves the way for long-term growth and success in the market.

Key Elements of a Problem-Solving Session

A successful problem-solving session comprises several key elements that ensure a systematic approach to addressing customer concerns.

In today’s fast-paced business environment, problem-solving has become an essential skill for organizations to thrive. Whether it’s resolving customer complaints, improving internal processes, or finding innovative solutions, effective problem-solving is crucial for success.

Identifying the Problem: The First Step

The initial step in conducting an effective problem-solving session is to identify the root cause of the issue. This requires active listening and gathering relevant information from both customers and internal stakeholders.

During this phase, it is important to create an open and non-judgmental environment where customers feel comfortable expressing their concerns. By empathizing with their experiences and actively seeking their input, businesses can gain valuable insights into the problem at hand.

Additionally, involving internal stakeholders such as employees from different departments can provide a holistic view of the issue. Their perspectives and expertise can uncover underlying factors that may have contributed to the problem.

By examining the problem from various angles, businesses can gain a comprehensive understanding of the situation and lay the foundation for finding the right solution.

Developing Potential Solutions: Brainstorming and Beyond

Once the problem is identified, the next step is to brainstorm potential solutions. In a problem-solving session, team members should be encouraged to contribute their ideas freely.

Brainstorming sessions can be conducted in various formats, such as group discussions, virtual collaboration platforms, or even through anonymous suggestion boxes. The key is to create an environment where creativity flourishes and no idea is dismissed without consideration.

This collaborative approach allows for diverse perspectives and creativity, increasing the chances of finding an effective solution. Moreover, considering multiple alternatives helps in evaluating the feasibility and viability of each potential solution.

During the brainstorming phase, it is important to focus on generating a wide range of ideas without prematurely evaluating them. This encourages out-of-the-box thinking and prevents the group from getting stuck on a single solution too early in the process.

Once a substantial list of potential solutions is generated, the team can move on to the next step of evaluating each option based on criteria such as cost-effectiveness, practicality, and alignment with the organization’s goals.

Implementing and Evaluating the Solution: The Final Steps

After developing potential solutions, it is essential to implement and evaluate the chosen solution. This involves creating an action plan, allocating resources, and assigning responsibilities.

During the implementation phase, effective communication is crucial to ensure that everyone involved understands their roles and responsibilities. Clear instructions, regular progress updates, and feedback mechanisms help keep the team aligned and motivated.

Once the solution is implemented, ongoing evaluation and feedback from customers and team members help to refine the solution as needed, ensuring its effectiveness in addressing the initial problem.

By continuously monitoring the solution’s impact and gathering feedback, organizations can make necessary adjustments and improvements to optimize its outcomes.

Moreover, documenting the entire problem-solving process, including the identified problem, potential solutions, and the chosen solution, can serve as a valuable reference for future problem-solving sessions. This knowledge repository can help organizations build upon past experiences and avoid reinventing the wheel.

In conclusion, a well-executed problem-solving session involves identifying the problem, developing potential solutions through brainstorming, and implementing and evaluating the chosen solution. By following a systematic approach and involving diverse perspectives, organizations can effectively address customer concerns and drive continuous improvement.

Facilitating a Problem-Solving Session: Essential Techniques

Facilitating a problem-solving session requires specific techniques to ensure productive outcomes.

Setting the Stage for a Productive Session

The facilitator plays a critical role in setting the stage for a productive problem-solving session. This involves creating a conducive environment where participants feel comfortable expressing their ideas and concerns. Clearly defining the session’s objectives and establishing ground rules fosters open communication and sets the tone for collaborative problem-solving.

Encouraging Open Communication and Collaboration

Open communication and collaboration are essential for effective problem-solving. The facilitator should encourage active participation from all team members, ensuring that everyone has an equal opportunity to contribute their insights. Creating a non-judgmental atmosphere promotes free thinking, enabling teams to explore a wide range of ideas and perspectives.

Guiding the Team towards Effective Solutions

The facilitator’s role also includes guiding the team towards effective solutions. This involves keeping discussions focused and on track, ensuring that the team does not get sidetracked by unrelated issues. The facilitator should facilitate consensus-building, helping the team to align and make informed decisions. Effective problem-solving requires both critical thinking and collaboration.

Overcoming Common Challenges in Problem-Solving Sessions

While problem-solving sessions are beneficial, they can also present challenges that need to be overcome to achieve desired outcomes.

Dealing with Resistance and Conflict

Resistance and conflicts often arise during problem-solving sessions, hindering the progress. The facilitator should act as a mediator, promoting a respectful and inclusive environment. Encouraging active listening and empathy among team members helps to overcome resistance and conflicts, leading to a more productive session.

Ensuring Participation from All Team Members

Unequal participation from team members can prevent a problem-solving session from reaching its full potential. To ensure that all team members are engaged, the facilitator should explicitly ask for input from quieter team members and ensure that dominant team members do not monopolize the discussion. Establishing a safe space where everyone feels comfortable sharing their thoughts is crucial for fostering equal participation.

Maintaining Focus and Momentum throughout the Session

Problem-solving sessions can sometimes lose focus or momentum due to lengthy discussions or side conversations. The facilitator must keep the session on track by summarizing key points, redirecting discussions when necessary, and managing time effectively. Maintaining a sense of urgency and keeping teams motivated ensures that the session remains productive from start to finish.

In conclusion, conducting effective problem-solving sessions is vital for customer service excellence. By recognizing the importance of such sessions and implementing key elements and techniques, businesses can address customer concerns efficiently and improve overall business performance. Overcoming common challenges requires facilitators to create a supportive environment that fosters open communication, collaboration, and effective decision-making. By adopting these strategies, companies can enhance customer satisfaction, drive innovation, and achieve enduring success.

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8 Key Customer Service Problems (and How to Resolve Them)

Your customers are your purest form of quality control. Without their approval, your business doesn’t grow and succeed. So, when customer complaints roll in, it’s important to hear them out because these are opportunities to improve the customer experience and prevent potential churn. No matter which industry you’re in, you’re going to deal with customer complaints. Even if your business doesn’t make a mistake, one of your customers will eventually hit a roadblock that leads them to your customer service team. In this article, we will take a look at some of the most common customer service issues and how to resolve them. 

Why Great Customer Service Can Be an Asset to Your Business

Great customer service can be a great asset for your business. For example, it can help you increase customer loyalty. According to Salesforce,   91% of customers   say a positive customer service experience makes them more likely to make a further purchase. Also, investing in new customers is   five times more expensive   than retaining existing ones. Therefore, you definitely want to prevent a customer service issue from affecting the purchasing behavior of your customers. 

Now that we see how important it is to address customers’ issues, let’s take a look at why it’s important to address customer problems head-on. 

Improve Your Customer Service Standards by Addressing Problems Head-on

Customer complaints are often a sign that there’s a disconnect between what customers expected and what you delivered. However, problem-solving in customer service should be done head-on. Try digging deeper into the issue by asking the right questions. Complaints — even angry ones — can contain insights, and it’s your job to seek out the point of friction. Socratic questioning can help you get to the source of the issue. Also, try to identify the type of customer you are dealing with. For example, there are customers who pay well and demand premium support for it. Therefore, when responding, avoid excuses and just get to the solution. Consider creating a VIP folder and workflow to make it easy to identify and respond to their complaints.

Now that we know you should tackle customer problems head-on, let’s move on to the most common customer service issue you will encounter. 

8 Main Customer Service Problems and How to Resolve Them

Studies on the state of contact centers today show poor customer service costs businesses   more than $75 billion   every year. Therefore, you want to resolve customer issues as soon as possible. Here are the eight most common customer issues you will encounter: 

• Customer service associates are having too many conversations at once   – A lot of times, there are not enough agents for one person to focus on one customer issue, and they will try to resolve many at once. This results in none of those customers being happy. You need to make sure that you have enough people to focus on one customer at all times. 
• Lack of accessible customer history – A big part of effective customer service problem-solving is looking at the customer history and understanding the issues they had in the past. Without this, agents will try to repeat the same steps that did not work in the past. Try implementing some kind of knowledge base employees can access so they can see the customer’s previous interactions with the company. 
• It takes too long to find an answer – Effective problem-solving customer service requires agents to resolve issues as quickly as possible. Otherwise, even the smallest issue can snowball into huge problems. The problem is that you usually don’t have enough agents to cover the call volume. Try setting up an offshore team to help you deal with an influx of customer service tickets. 
• No process for escalation   – Most customer service problems are identified by tier-one support, but what happens if they cannot resolve the issue? There needs to be tiers two and three so that complex problems can be resolved quickly. 
• Backlog of tickets   – Companies with customer service problems have a big backlog of customer support tickets. This gets customers even more frustrated because they are already dealing with issues with your product or service and now have to wait for your agents to dig through their backlog to find their tickets and resolve the issue. Try looking into how long it takes an agent to resolve a customer issue, more specifically, the first call resolution rate. Increasing the FCR can help you reduce your backlog. 
• Time zone issues   – If your support team is available only during regular business hours, this will be a problem if your customers are located in other time zones all over the world. Needless to say, their business hours will not align with yours. 
• Poor workflow and/or software   – Sometimes, the issue could be with the workflow in your team and the software they are using. Try to do an audit of your daily operations and tools to see if things can be improved. 
• No after-sales support   – The sale doesn’t end simply when money has exchanged hands. You need to stick by your product or service to make sure everything is working correctly, and the customer is getting their money’s worth. Discuss what customer problem the products or services solve and make sure your agents are proactive in asking the customers if their needs have been met. 

Why is customer service problem-solving important?

Customers have more power than ever. If customers have a positive experience with your company, they will share this experience with friends, family, and connections – which in turn can lead to new business. However, if the customers do not get the right level of service, they will complain. A customer complaint highlights a problem, whether that’s a problem with your product, employees, or internal processes, and by hearing these problems directly from your customers, you can investigate and improve to prevent further complaints in the future.

How to Solve Customer Service Problems? 

Customers want a great experience, and part of that experience means not losing time, money, and patience. Brands similarly value their time and money, but they must always have the patience to deliver their customers a great experience. Even with the best efforts, however, difficult customer situations are sure to arise, and how companies handle these situations can mean the difference between customer churn and long-term loyalty. Therefore, be sure to show a lot of empathy. Regardless of the channel on which they contact a business, an agent must patiently welcome a full explanation of the issue and then show genuine empathy for the customer’s frustration. It’s critical to show customers that a brand values its customers as people, not just buyers.

Trust Pexly With All of Your Customer Service Needs

If you are experiencing customer support issues or would simply like to increase your key performance indicators, consider hiring Pexly to improve the level of customer service. We have extensive experience actualizing projects of all sizes and complexity and can provide you with a custom solution that will fit your needs.   Contact us   today to learn more about how we can help you. 

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Problem Solving In Customer Support: 10 Effective Steps

Who this class is for.

Customer support managers and representatives

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About this micro-class

Problem-solving in customer support is not just about fixing what’s broken but also about preventing future issues.

Effective Problem Solving In Customer Support

1. understand the issue.

Begin by actively listening to the customer. Understand the problem by asking clarifying questions.

Dig deep to get to the root cause rather than just addressing surface-level symptoms.

2. Empathize with the Customer

Put yourself in the customer’s shoes to truly understand their frustration or concern.

Acknowledge their feelings and assure them that you’re committed to resolving the issue.

3. Prioritize and Categorize

Assess the urgency and impact of the problem. Prioritize critical issues that need immediate attention.

Categorize issues to streamline the resolution process and allocate resources effectively.

4. Collaborate with Cross-Functional Teams

Foster collaboration with other teams such as product, engineering, and sales to ensure a holistic approach to problem-solving.

Communicate effectively to keep everyone in the loop and coordinate efforts efficiently.

5. Use Data to Your Advantage

Leverage customer support data and analytics to identify patterns and trends.

Data-driven decision-making helps in proactively addressing common issues and improving overall customer satisfaction.

6. Continuous Improvement

Treat every problem as an opportunity to learn and improve.

Conduct regular team meetings to discuss challenges, share insights, and brainstorm solutions collaboratively.

7. Documentation and Knowledge Base

Document common issues and their resolutions to build a comprehensive knowledge base.

Empower both customers and support agents with readily available resources.

8. Effective Communication

Keep the customer informed about the progress of the resolution.

Clearly communicate steps they can take, expected timelines, and any potential roadblocks.

9. Implement Preventive Measures

Identify recurring issues and work with the product team to implement preventive measures.

Proactively address potential problems before they escalate.

10. Follow Up

After resolving the issue, follow up with the customer to ensure satisfaction.

Seek feedback to continually refine your support processes.

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4 steps to effective customer service problem solving with examples.

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Recently, I came across a fascinating customer service story involving an American Express cardholder. It all began with a seemingly innocent mistake while making a payment involving a decimal point in the wrong spot, resulting in the customer inadvertently paying thousands of dollars instead of hundreds.

Determined to rectify the error and seek guidance, the customer promptly contacted American Express to report the issue. To his relief, a representative assured him that the mistake would have no adverse impact on his account and that all charges would be promptly refunded. Little did he know that this was just the prologue to a series of challenges.

A few days later, the customer was taken aback when he discovered that all his debit cards were unexpectedly suspended. Perplexed and concerned, he went over his account for any indications of suspicious activity or an account block, but to no avail. Thus, he decided to reach out to American Express once more to seek clarification.

To his utter surprise and dismay, the representative he connected with not only questioned why he had not halted the incorrect payment but also accused him of attempting fraud. The customer explained that a previous representative had not advised him to stop the payment and had, in fact, assured him that there would be no negative consequences resulting from his honest mistake.

The response?

That's what customer service does. They tell you what you want to hear.

This quite nasty customer service story inspired me to write about the real purpose of customer service. Which is not “telling customers what they want to hear” but helping customers and resolving their problems.

In this article, you’ll also learn some troubleshooting techniques to make your job easier.

Creating a Good Customer-Centric Culture

A customer-centric culture serves as the bedrock of exceptional problem-solving and sustainable business success. In a world where customers today wield unparalleled power and influence, placing them at the heart of your operations is not just a choice; it is a strategic imperative.

At all levels of the organisation, employees must wholeheartedly prioritise customer happiness, understanding that every interaction is an opportunity to leave a lasting impact. By cultivating such a culture, businesses create a positive and supportive environment that empowers employees to go above and beyond to delight customers.

Nurturing this culture demands a multifaceted approach. One potent strategy is to recognise and reward outstanding customer service efforts. By celebrating employees who embody the customer-centric ethos, businesses reinforce the value they place on exceptional experiences. This recognition motivates individuals to exceed customer expectations continually and sets a powerful example for others to follow.

Encouraging collaboration is another pivotal aspect of fostering a customer-centric culture. In today's interconnected business landscape, problems seldom fit neatly within departmental silos. Emphasising collaboration cultivates a shared sense of responsibility for customer success and enables employees to pool their expertise, collectively devising innovative solutions that surpass individual capabilities. The result is a seamless and consistent experience for customers, who benefit from the collective effort of a united organisation.

To equip employees for the challenges of modern customer service, businesses must invest in skills training. Outstanding problem-solving skills do not materialise by chance; they are honed through intentional development. Equipping employees with the necessary tools and knowledge to navigate diverse customer interactions positions them to respond adeptly and confidently, even in the face of dissatisfied customers.

Customer Service Problem-Solving

Speaking of dissatisfied customers, they hold the key to unlocking greater customer retention. Rather than viewing poor experiences as a liability, businesses must embrace them as opportunities for growth. Each negative interaction presents a chance to introspect, identify pain points, and make tangible improvements. By actively seeking feedback from dissatisfied customers, businesses demonstrate their commitment to listening and learning, earning trust and loyalty in the process.

A customer-centric culture is more than a mere buzzword; it drives superior customer experiences and enhanced customer retention. By prioritising customer satisfaction at every touchpoint, celebrating exceptional service, fostering collaboration, investing in skills training, and actively engaging with dissatisfied customers, businesses can forge a path to sustained success and unmatched customer loyalty. Embrace the customer-centric ethos, and you will unlock the true potential of your organisation in a customer-centric world.

Strategies for Effective Customer Service Problem-Solving

Timely response and resolution are essential components of successful troubleshooting. Customers appreciate swift action, showing that their concerns are taken seriously. Personalisation also plays a significant role, as customers feel valued when their issues are treated individually rather than generically.

Navigating challenging situations with irate customers requires patience and tact. Service reps need to stay calm, acknowledge the customer's feelings, and work towards finding a resolution.

4 Steps for Better Customer Service Problem Solving

As a customer service agent, providing satisfying solutions is essential. Let's explore the path to achieve this.

1. Understanding the Customer's Point of View

Imagine yourself in the customer's shoes. They reach out to you with what seems like an impossible request. For instance, they received a notice that their phone line would be cut due to non-payment, yet they requested credits on their invoices due to financial constraints. Initially, you might question their request, but remember, you're not just an ordinary person; you're a Support Hero tasked with saving the customer's day. Negative thinking won't lead to solutions.

At this stage, it's hard to distinguish if the customer is genuine or potentially fraudulent. However, instead of passing judgment, assume the customer needs assistance and act accordingly. Engage in active listening to comprehend the problem thoroughly and find a way to help.

Exceptional problem-solving hinges on understanding customer needs and concerns. Active listening enables service representatives to connect with customers on a deeper level and empathise effectively. By listening attentively, you can pinpoint the root cause of the problem and tailor solutions to meet their specific needs.

Remember these keywords throughout your journey: fully understand the problem, solve the customer's problem, find a workable solution, and ensure the customer is happy with the resolution.

2. Identifying a Problem

Ensuring that customers are happy with the solutions provided is crucial in customer service. Sometimes, customers simply struggle to articulate their issues, and that's entirely normal. They may not be familiar with your processes or jargon; all they know is that their expectations regarding your product or service have been disappointing.

As a Support Hero, it's your responsibility to restore their faith in your company, but to do that, you must first pinpoint the problem.

To troubleshoot effectively, here are a few questions that can guide you. Sometimes, by asking these simple questions, you can quickly identify an outage or a faulty batch of products sent out by a manufacturer!

Can you describe the problem you're facing precisely? When did this problem start? Has this issue occurred before?

Next, consider the following:

Are all users affected, or is it isolated to just one customer? Has anyone else faced a similar problem in the past?

Once the customer responds, summarise their answers back to them. This gesture demonstrates that you genuinely comprehend their concerns and helps you verify the facts.

If you're unfamiliar with the problem or unsure how to proceed, offer a brief apology and inform the customer that you need to discuss their case with a colleague or supervisor. Maintain a self-assured tone, and don't hesitate to ask the customer to hold on for a moment.

Remember, customers value accuracy even if it takes a bit more time to sort out the issue.

Instead of abruptly transferring a customer to another department, try saying:

"We're committed to resolving this for you. Let me transfer you to a specialist best equipped to address your question."

Customers appreciate the effort you put into understanding their journey and resolving their issues promptly. Poor customer service can lead to bad customer experiences, but by actively listening to their concerns, you can turn their dissatisfaction into a happy customer.

Always focus on solving the problem, no matter how common or complex. As a customer service representative, your role is to provide exceptional support and ensure that customers are satisfied with the resolution.

So, embrace every customer service issue as an opportunity to solve the problem and deliver exceptional customer support. Your dedication and responsiveness will create a positive experience, turning unhappy customers into satisfied ones.

Remember, the help desk is where customer issues are met with efficiency and care. The key to a successful customer service journey lies in how you handle problems and fix them effectively.

3. Find a Solution

Utilise your analytical thinking to devise a solution that best suits your customer's needs. Here are some key questions to help you plan an effective resolution:

Is there enough staff to carry it out?

Who will be involved in implementing the solution?

What is the expected time frame for the solution?

What resources are needed to make it happen?

Who should be informed about the planned solution?

How will the customer be notified about the solution?

Even if you're faced with a case that goes against your company's policy, there is always room for creative suggestions. Take, for example, a customer seeking a refund, which may not align with your policy.

However, consider these alternative solutions:

Inform the customer that you cannot credit the bill, but offer to split the payment into smaller instalments to accommodate their financial situation.

Postpone the account suspension temporarily, allowing the client to continue using the service.

Analyse the customer's account and propose a switch to a more budget-friendly price plan.

Your creativity can turn an unreasonable request into three viable solutions!

But what if you're not the one who can solve the problem?

In such cases, you may need to open a ticket to escalate the issue appropriately. To ensure the ticket doesn't get lost, assign it to yourself and monitor its progress. If the problem remains unresolved after 24 hours, consider contacting the customer to provide an update on your ongoing efforts.

Occasionally, there are situations where the problem cannot be fully sorted. For instance, your company may have stopped selling a particular product, or you may not have a gluten-free option on your menu. However, that doesn't mean you can't offer a helpful solution. If you don't have what the customer needs, guide them to the right source. Let them know where they can find the desired product or suggest alternatives.

Going the extra mile can create customer happiness, even if the solution deviates from their initial expectations.

Here's an example from our experience: My colleague, Justyna, recently chatted with a customer disappointed that our application lacked an in-built screen-sharing and screenshot-making tool. With a composed demeanour, I informed Aline that while LiveChat lacked those features, she could set up an integration for screen-sharing sessions and use a free screenshot tool like Jing. It did the trick! Aline was delighted with the solution, and my mission was accomplished.

Throughout the resolution process, ensure that the customer is at the centre of your focus. Handle customer service issues with attentiveness and empathy, as a positive customer service experience can be transformative. Use a series of questions to fully understand the problem, allowing you to implement the right solution and untangle customer queries effectively.

4. Fix the Problem and Follow Up on the Solution

Finally! The customer has agreed on a solution. You've offered a brief apology for the problem, and now you can fix it and close the case, right?

Unfortunately, it's not always that straightforward.

Sometimes, the solution provided may not address the root cause of the problem. For example, let's say a customer had an issue with the application, and you suggested restarting the device. While this might settle the problem, it's more likely that the customer will return with the same issue, possibly even upset that the initial solution didn't work as expected.

I understand that working in customer service leaves little time for breaks, and now I'm asking you to follow up on your customer's problems. But there are significant benefits to spending a little extra time reaching out to these customers.

Doing so demonstrates genuine care and creates an exceptional customer experience. You ensure that you won't receive calls or chats from furious customers later. You can verify whether your solution worked, giving you confidence for future interactions.

If you find it challenging to make calls or send emails to follow up, don't worry. There are alternative approaches you can take. Some apps allow you to send automatic emails once a ticket is resolved (e.g., LiveChat). You can test and try this feature to save time.

Alternatively, your team can use an automatic survey to gauge customer satisfaction and determine whether the problem was adequately resolved. Platforms like SurveyMonkey and Typeform can be useful in this regard. Alternatively, you can send a simple template asking two questions:

Did we help you solve your problem?

On a scale of 1 to 10, how would you rate your overall experience?

Customers will undoubtedly appreciate these efforts!

In customer service, increasing customer success is vital. To achieve this, it's essential to understand the issue at hand fully. When a customer allows you to delve into their concerns, you can identify the right product or service to address their needs effectively.

Remember, customers are likely to encounter complex problems, and they depend on you for assistance. Utilise customer service problem-solving techniques to handle their issues competently and ensure they are satisfied with the outcome.

Empowering a Customer Service Representative

To excel in issue resolution, customer service reps must have the right skills and authority. Regular training and development programs ensure that representatives are well-prepared to handle various situations effectively.

Additionally, empowering representatives to take ownership of customer issues instils a sense of responsibility, leading to more proactive and efficient resolutions.

Solve Customer Service Problems With Technology

Technology plays a vital role in modern customer service troubleshooting. Customer relationship management (CRM) systems help consolidate customer data, making it easier for representatives to access relevant information quickly.

AI-powered chatbots can provide instant support, resolving common queries and freeing up human representatives to handle more complex issues. Data analytics tools allow companies to gain insights into customer behaviour and preferences, enabling them to tailor their services accordingly.

Measuring and Monitoring Customer Service Success

To continuously improve the way problems are solved, companies need to track and measure their customer service performance. Key performance indicators (KPIs), such as response time, resolution rate, and satisfaction scores, provide valuable insights into the effectiveness of customer service efforts.

By monitoring these metrics, businesses can identify areas that require attention and implement targeted improvements.

Great Customer Service Requires Resolve

Curious about how the story of the American Express customer ended? Well, after cancelling the payment, he reached out to customer service again, giving the company one last chance. However, he connected with a different representative this time—a night-and-day contrast from the previous encounter.

Unlike before, this representative was willing to listen. She grasped the situation immediately, empathising with the customer's plight. After reviewing his account and consulting with her supervisor, she astonishingly informed him that his card would be reactivated. The customer was both shocked and elated with this positive outcome.

It's remarkable how two representatives working for the same company in the same customer service team can provide vastly different experiences—one great and the other terrible.

The root cause of the poor experience is challenging to pinpoint. Perhaps the first representative was not suited for customer service, or management failed to train and motivate them adequately. Regardless, the bottom line was that the customer sought help but did not receive it.

Often, solving a customer-service problem involves navigating between company policies and customer interests, as was evident in this case. The first representative struggled to handle such a situation, whereas the second possessed the necessary skills to address the issue effectively.

Problem-Solving is not just an Ability -- It's a Mindset

As we explored in my previous post on problem-solving skills , the golden rule of customer service is to create a fantastic customer experience even when the problem may not directly concern your product. Offering a possible solution exemplifies the essence of customer service—solving problems, not merely telling customers what they want to hear.

The key to success lies in persistence, utilising the advice shared here, and maintaining a positive outlook. Armed with these qualities, there will be no problem you cannot conquer.

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How to improve problem-solving skills with customer service training.

This post was originally published on lessonly.com.

Customer service is a jigsaw puzzle.

In order to put together a picture of excellent customer service, customer service reps have to piece together customer information, product or service knowledge, and personal skills. But, even with all of the necessary pieces, a customer service team member can’t provide valuable customer service without being a great problem solver.

As companies put a larger emphasis on high-quality service, reps and agents need customer service training programs that focus on problem-solving. As self-service channels grow in popularity for simple, transactional interactions, when it comes time for a customer to reach out to a rep, it’s likely because they couldn’t find the answer via self-service. These interactions tend to be unique, more complex, and unpredictable. In fact, according to one report, as many as 83% of people say that humans better understand their problems and needs and want to bypass self-service options to talk directly to a human. This means that reps should be well equipped to deal with customers, understand their issues, effectively provide a resolution, and anticipate their future wants and needs.

So, how can customer service leaders deliver training courses that feature effective problem-solving techniques? First and foremost, employees should learn the fundamental knowledge and skills that they’ll need for any interaction. Then, leaders can begin working with their customer service team to develop their problem-solving skills.

Introduce reps to problem-solving methods

The best way to ensure reps address a customer’s issue and do it with a high quality of service is to provide training on a structured problem-solving process. To start, here are five steps that every rep should know how to work through.

• Identify and define the problem:  While this may seem simple and straightforward, customers don’t always describe their issues clearly. Training should offer reps examples of open-ended questions that they can use to effectively gather information and isolate the actual problem. This will make the rest of the interaction much more efficient.
• Brainstorm solutions:  Now it’s time to brainstorm and share possible solutions with the customer. Consider providing reps with guidelines that encourage autonomy so they can create solutions at their own discretion.
• Evaluate and choose the best solution:  During this time, it’s key for reps to clearly and effectively communicate the solutions (and their implications) of each with the customer. By having an open and friendly discussion, reps will be able to choose the solution that best addresses the customer’s specific wants and needs.
• Implement the solution:  Once a customer and rep are on the same page about a solution, it’s important to execute as soon as possible. Training must ensure that reps are empowered to build a plan, work with the appropriate team members to ensure it happens, and make a solution become a reality.
• Analyze the results:  After a solution is implemented, successful support teams also measure the results. By asking the customer for feedback and analyzing metrics, teams can better determine if the right process was followed and what they could improve in the future for increased customer loyalty.

Provide opportunities for practice and feedback

Once customer service reps have a good grasp of problem-solving techniques, it’s important to give them opportunities to apply and practice their problem-solving skills. World-class customer service teams take real-life scenarios and support tickets and apply them to a test environment. This gives both new and veteran reps the chance to hone their problem-solving skills in a safe space—without negatively impacting the relationship with a customer. They then have the chance to work through prioritization and resolution steps while practicing effective communication skills.

Additionally, offering reps the chance to practice thoughtful problem solving allows leaders to give clear and effective feedback. Customer service leaders and training managers can evaluate practice scenarios with predetermined criteria to ensure their team focuses on the right  customer service skills  and gets the helpful feedback they need to improve their level of service. This also helps leaders identify reps who may need additional coaching.

When reps are properly trained in fundamental customer service skills and effective problem solving, they’re more prepared to address a customer’s issue. With intentional practice and continuous feedback loops from management, reps will be able to implement these steps with expertise and become customer service puzzle masters. The result is higher first-contact resolution rates, improved net promoter scores, and better overall business performance. That’s a puzzle worth solving.

World-class customer service teams use Lessonly by Seismic

Lessonly is powerfully simple training software that helps customer service teams learn, practice, and perform like never before. Managers and trainers deliver effective onboarding, proving ongoing training, and share best practices. The results? Effective team learning, happier employees, and extraordinary experiences. Learn more, and  demo Lessonly today .

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• The Art of Effective Problem Solving: A Step-by-Step Guide
• Learn Lean Sigma
• Problem Solving

Whether we realise it or not, problem solving skills are an important part of our daily lives. From resolving a minor annoyance at home to tackling complex business challenges at work, our ability to solve problems has a significant impact on our success and happiness. However, not everyone is naturally gifted at problem-solving, and even those who are can always improve their skills. In this blog post, we will go over the art of effective problem-solving step by step.

You will learn how to define a problem, gather information, assess alternatives, and implement a solution, all while honing your critical thinking and creative problem-solving skills. Whether you’re a seasoned problem solver or just getting started, this guide will arm you with the knowledge and tools you need to face any challenge with confidence. So let’s get started!

Table of Contents

Problem solving methodologies.

Individuals and organisations can use a variety of problem-solving methodologies to address complex challenges. 8D and A3 problem solving techniques are two popular methodologies in the Lean Six Sigma framework.

Methodology of 8D (Eight Discipline) Problem Solving:

The 8D problem solving methodology is a systematic, team-based approach to problem solving. It is a method that guides a team through eight distinct steps to solve a problem in a systematic and comprehensive manner.

The 8D process consists of the following steps:

• Form a team: Assemble a group of people who have the necessary expertise to work on the problem.
• Define the issue: Clearly identify and define the problem, including the root cause and the customer impact.
• Create a temporary containment plan: Put in place a plan to lessen the impact of the problem until a permanent solution can be found.
• Identify the root cause: To identify the underlying causes of the problem, use root cause analysis techniques such as Fishbone diagrams and Pareto charts.
• Create and test long-term corrective actions: Create and test a long-term solution to eliminate the root cause of the problem.
• Implement and validate the permanent solution: Implement and validate the permanent solution’s effectiveness.
• Prevent recurrence: Put in place measures to keep the problem from recurring.
• Recognize and reward the team: Recognize and reward the team for its efforts.

Download the 8D Problem Solving Template

A3 Problem Solving Method:

The A3 problem solving technique is a visual, team-based problem-solving approach that is frequently used in Lean Six Sigma projects. The A3 report is a one-page document that clearly and concisely outlines the problem, root cause analysis, and proposed solution.

The A3 problem-solving procedure consists of the following steps:

• Determine the issue: Define the issue clearly, including its impact on the customer.
• Perform root cause analysis: Identify the underlying causes of the problem using root cause analysis techniques.
• Create and implement a solution: Create and implement a solution that addresses the problem’s root cause.
• Monitor and improve the solution: Keep an eye on the solution’s effectiveness and make any necessary changes.

Subsequently, in the Lean Six Sigma framework, the 8D and A3 problem solving methodologies are two popular approaches to problem solving. Both methodologies provide a structured, team-based problem-solving approach that guides individuals through a comprehensive and systematic process of identifying, analysing, and resolving problems in an effective and efficient manner.

Step 1 – Define the Problem

The definition of the problem is the first step in effective problem solving. This may appear to be a simple task, but it is actually quite difficult. This is because problems are frequently complex and multi-layered, making it easy to confuse symptoms with the underlying cause. To avoid this pitfall, it is critical to thoroughly understand the problem.

To begin, ask yourself some clarifying questions:

• What exactly is the issue?
• What are the problem’s symptoms or consequences?
• Who or what is impacted by the issue?
• When and where does the issue arise?

Answering these questions will assist you in determining the scope of the problem. However, simply describing the problem is not always sufficient; you must also identify the root cause. The root cause is the underlying cause of the problem and is usually the key to resolving it permanently.

Try asking “why” questions to find the root cause:

• What causes the problem?
• Why does it continue?
• Why does it have the effects that it does?

By repeatedly asking “ why ,” you’ll eventually get to the bottom of the problem. This is an important step in the problem-solving process because it ensures that you’re dealing with the root cause rather than just the symptoms.

Once you have a firm grasp on the issue, it is time to divide it into smaller, more manageable chunks. This makes tackling the problem easier and reduces the risk of becoming overwhelmed. For example, if you’re attempting to solve a complex business problem, you might divide it into smaller components like market research, product development, and sales strategies.

To summarise step 1, defining the problem is an important first step in effective problem-solving. You will be able to identify the root cause and break it down into manageable parts if you take the time to thoroughly understand the problem. This will prepare you for the next step in the problem-solving process, which is gathering information and brainstorming ideas.

Step 2 – Gather Information and Brainstorm Ideas

Gathering information and brainstorming ideas is the next step in effective problem solving. This entails researching the problem and relevant information, collaborating with others, and coming up with a variety of potential solutions. This increases your chances of finding the best solution to the problem.

Begin by researching the problem and relevant information. This could include reading articles, conducting surveys, or consulting with experts. The goal is to collect as much information as possible in order to better understand the problem and possible solutions.

Next, work with others to gather a variety of perspectives. Brainstorming with others can be an excellent way to come up with new and creative ideas. Encourage everyone to share their thoughts and ideas when working in a group, and make an effort to actively listen to what others have to say. Be open to new and unconventional ideas and resist the urge to dismiss them too quickly.

Finally, use brainstorming to generate a wide range of potential solutions. This is the place where you can let your imagination run wild. At this stage, don’t worry about the feasibility or practicality of the solutions; instead, focus on generating as many ideas as possible. Write down everything that comes to mind, no matter how ridiculous or unusual it may appear. This can be done individually or in groups.

Once you’ve compiled a list of potential solutions, it’s time to assess them and select the best one. This is the next step in the problem-solving process, which we’ll go over in greater detail in the following section.

Step 3 – Evaluate Options and Choose the Best Solution

Once you’ve compiled a list of potential solutions, it’s time to assess them and select the best one. This is the third step in effective problem solving, and it entails weighing the advantages and disadvantages of each solution, considering their feasibility and practicability, and selecting the solution that is most likely to solve the problem effectively.

To begin, weigh the advantages and disadvantages of each solution. This will assist you in determining the potential outcomes of each solution and deciding which is the best option. For example, a quick and easy solution may not be the most effective in the long run, whereas a more complex and time-consuming solution may be more effective in solving the problem in the long run.

Consider each solution’s feasibility and practicability. Consider the following:

• Can the solution be implemented within the available resources, time, and budget?
• What are the possible barriers to implementing the solution?
• Is the solution feasible in today’s political, economic, and social environment?

You’ll be able to tell which solutions are likely to succeed and which aren’t by assessing their feasibility and practicability.

Finally, choose the solution that is most likely to effectively solve the problem. This solution should be based on the criteria you’ve established, such as the advantages and disadvantages of each solution, their feasibility and practicability, and your overall goals.

It is critical to remember that there is no one-size-fits-all solution to problems. What is effective for one person or situation may not be effective for another. This is why it is critical to consider a wide range of solutions and evaluate each one based on its ability to effectively solve the problem.

Step 4 – Implement and Monitor the Solution

When you’ve decided on the best solution, it’s time to put it into action. The fourth and final step in effective problem solving is to put the solution into action, monitor its progress, and make any necessary adjustments.

To begin, implement the solution. This may entail delegating tasks, developing a strategy, and allocating resources. Ascertain that everyone involved understands their role and responsibilities in the solution’s implementation.

Next, keep an eye on the solution’s progress. This may entail scheduling regular check-ins, tracking metrics, and soliciting feedback from others. You will be able to identify any potential roadblocks and make any necessary adjustments in a timely manner if you monitor the progress of the solution.

Finally, make any necessary modifications to the solution. This could entail changing the solution, altering the plan of action, or delegating different tasks. Be willing to make changes if they will improve the solution or help it solve the problem more effectively.

It’s important to remember that problem solving is an iterative process, and there may be times when you need to start from scratch. This is especially true if the initial solution does not effectively solve the problem. In these situations, it’s critical to be adaptable and flexible and to keep trying new solutions until you find the one that works best.

To summarise, effective problem solving is a critical skill that can assist individuals and organisations in overcoming challenges and achieving their objectives. Effective problem solving consists of four key steps: defining the problem, generating potential solutions, evaluating alternatives and selecting the best solution, and implementing the solution.

You can increase your chances of success in problem solving by following these steps and considering factors such as the pros and cons of each solution, their feasibility and practicability, and making any necessary adjustments. Furthermore, keep in mind that problem solving is an iterative process, and there may be times when you need to go back to the beginning and restart. Maintain your adaptability and try new solutions until you find the one that works best for you.

• Novick, L.R. and Bassok, M., 2005.  Problem Solving . Cambridge University Press.

Daniel Croft

Daniel Croft is a seasoned continuous improvement manager with a Black Belt in Lean Six Sigma. With over 10 years of real-world application experience across diverse sectors, Daniel has a passion for optimizing processes and fostering a culture of efficiency. He's not just a practitioner but also an avid learner, constantly seeking to expand his knowledge. Outside of his professional life, Daniel has a keen Investing, statistics and knowledge-sharing, which led him to create the website learnleansigma.com, a platform dedicated to Lean Six Sigma and process improvement insights.

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Effective Problem Solving: 9 Steps Contact Center Agents and Managers Can Take

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Here are 9 steps contact center agents and managers can take to ensure effective problem solving on every call. 

1) Define the problem

The first step in effective problem solving is that the contact center agent must know exactly what the problem is. Once the customer has stated the problem, it can be helpful for the agent to re-state the problem for clarification and validation by the customer. 

In some cases, a customer may call with a broad problem and the contact center agent may be required to help the caller narrow the problem into a concrete issue that can be addressed. 

2) Determine the root of the problem

For every caller’s concern, there will be a root. In some cases, the root is a lack of understanding. In others, it is a faulty good or service. In order to provide the best possible customer service for each call, the agent must be able to determine why the problem exists. 

This can be done through a series of questions about how and when the problem arose and what the customer has done to fix it. Once the root of the problem has been identified and confirmed with the customer, it’s crucial that the contact center agent to understand the customer’s perception of the problem. This allows the agent to better understand the customer’s needs and to better address the problems at hand. 

3) Determine how the problem affects the customer

Is the customer unable to use a good or service? Is he or she dissatisfied with a good or service? Does the customer simply need clarification about additional features? No matter what the problem is, it’s important that a contact center agent adequately understands how the issue affects the client. This will help the agent provide personalized service and fully address the client’s issues.

  4) Check in with the customer

There is nothing more frustrating than a lack of communication during a customer service call and, if a customer feels that an agent misunderstands the issue or is not addressing what the customer wants, it can easily translate to a poor customer experience and negative word-of-mouth advertising. 

To route around this, it’s imperative that the agent checks in with the customer at this point during the call. A question like “So the problem you would like to solve is X?” is a great way to do this. Although it may seem simple, this quick question can help avoid misunderstandings and ensure that the customer is getting exactly what he or she needs to be satisfied. 

5) Consider possible solutions

Once the problem and its effect on the customer are thoroughly understood, the agent can begin to generate possible solutions. An agent can generate possible solutions by considering the client’s desires as well as actions other agents have taken to deal with similar problems. The agent should also consult with the customer at this point to ensure that all possible solutions are pleasing to the customer and will adequately resolve the issue. 

6) Evaluate each solution

Each possible solution should be evaluated on the basis of its appropriateness, expediency, and effort. In many cases, there are several fixes for the same problem and the contact center agent will need to be able to quickly evaluate each solution based on these three traits. This evaluation will help ensure that the solution chosen is the correct one and that later fixes for the same problem are not needed. 

7) Implement the solution

Depending upon the severity of the issue and the difficulty of the implementation itself, the fix for any given problem can vary widely. When choosing a solution, the agent should consider the implementation process. When it comes time to implement the solution, the contact center agent will need to work with the customer to plan the best implementation tactic. 

In some cases, implementation will also require collaboration with other sectors of the company, which will be made easier when a company uses cloud-based SaaS. This can help make the implementation process expedient and seamless for both the customer and the agent. 

8) Survey the customer

Once the solution has been implemented, it’s important to survey the customer about their experience. Was there anything they felt fell short of the mark? Did they need more support? Was there anything the agent did particularly well or particularly poorly? These customer insights can help ensure that future problem-solving phone calls are executed more smoothly. 

9) Survey the agent

In addition to surveying the customer, each contact center should also survey its agents. Did the agent feel as if he or she had enough information to address the call sufficiently? Were the contact center’s systems up to par? Was he or she able to navigate the computer and various company platforms in a way that allowed the call to be dealt with efficiently? Were there any perceived inefficiencies the agent would prefer to do away with? Surveying both agents and customers can help ensure that contact centers are keeping their operations efficient, streamlined, and satisfactory for everyone involved. 

For a contact center to perform well, management needs to check in with its problem-solving protocol occasionally. Doing this can help expose weaknesses in the system and places in which the contact center can improve to provide better service. For more information about streamlining customer service, contact Spice CSM today.

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3 Ways to Reduce Training Time Using Technology If you really want to reduce training time, we challenge you to look at the technology your agents are using. Is it simple to use? Does it proactively help agents? Does it make their jobs easier? If you didn't answer YES to all of those questions, you could be complicating your training efforts out of the gate due to the technology your agents utilize to manage the customer journey. One of the unsung heroes of SpiceCSM's Business Process/BPM tool is the ability to reduce the amount of time agents need to start producing at the levels of longstanding employees. Typically when bringing new agents onto the team there's a period of training, usually involving some classroom knowledge transfer, exercises, role playing, and a variety of other methods to give the agents resources to solve requests efficiently. Depending on the organization and type of business, this could take anywhere from 1 - 12 weeks, or longer. In higher turnover environments this only exacerbates training challenges and emphasizes the need to make new employees more productive in less time. Here are 3 ways you can utilize technology to help reduce training efforts:

• SpiceCSM Team
• 5/2/22 2:30 PM

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Problem Solving Steps in Customer Service

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10 Commandments of Front-Desk Clerks

How to correct my coworker if he gives a customer the wrong information, how to empower employees in the hospitality industry.

• What Does Exceptional Client Service Mean in an Interview Question?
• What Are the Duties of Outbound Customer Service Representatives?

Employers increasingly rely on customer service representatives to resolve customer problems. Passing on such issues to the manager is no longer the norm. Companies want service reps who are confident and capable of working through steps to resolve and satisfy a customer's needs. Problem solving training is usually emphasized when you start a new job. Your customer service skills training will likely describe the steps that have to be taken to solve the customer's problem.

Listen Attentively

Listening is the first step in finding resolution to a customer's problems. Surprisingly, this step is either overlooked or poorly used by service employees. You have to listen first to understand the nature of the problem and the affect it has had on the customer. This is key to understanding the customer's perspective and offering solutions that match. In many instances, customers simply want someone to listen and show understanding, suggests Indeed . Effectively listening without cutting off the customers allows them to vent, which often leaves them more relaxed and ready to move forward with a resolution.

Show Empathy

Once you understand the problem, you want to confirm what you have heard and express empathy. Paraphrasing the customer's problem ensures that you are on the same page. Sometimes, service reps don't fully understand the issue and resolve it in the wrong way. You show empathy with a statement such as "I'm sorry that you had to make another trip here to deal with this." Or, if the customer simply missed an instruction or couldn't figure out how to use a product, you might say, "No problem. We have a lot of customers return to check on that. The instructions should be clearer."

Present Alternatives

In situations where customer oversight was the only issue, a specific remedy may not be necessary. When your company, product or service makes a mistake, resolution is important for customer retention and positive word-of-mouth. You need to offer alternative remedies to suit the situation. Customer service problem-solving examples include handing out extra food for forgetting a customer's item or a offering a discount on a future purchase.

A retailer and service employee should realize that the customer not only didn't get what he paid for, but also has been stressed and inconvenienced by the return trip or phone call. You have to go above and beyond and offer not only a resolution to the specific problem, but often an extra product, service or gift voucher. Avid Ratings points out that problems don't have to be solved on the spot. Customers will generally be happy if you promise to investigate the issue further in an attempt to identify possible options for their consideration. Offer to get back to them within a specified timeframe.

Resolve the Matter

Once a solution is agreed upon, you execute it. This includes fixing the product or service and providing the additional remedy. Following up is a huge final step. Customers often won't even complain once, they just disappear. If you do hear of a problem and attempt to fix it, you need to follow-up. This ensures the customer ends up happy and satisfied with the outcome. It also protects against an even more infuriated customer out in the marketplace spreading negative messages.

• Indeed: Eleven Ways to Deliver Great Customer Service
• Avid Ratings: Solving Customer Problems

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What is Problem Solving? (Steps, Techniques, Examples)

By Status.net Editorial Team on May 7, 2023 — 5 minutes to read

What Is Problem Solving?

Definition and importance.

Problem solving is the process of finding solutions to obstacles or challenges you encounter in your life or work. It is a crucial skill that allows you to tackle complex situations, adapt to changes, and overcome difficulties with ease. Mastering this ability will contribute to both your personal and professional growth, leading to more successful outcomes and better decision-making.

Problem-Solving Steps

The problem-solving process typically includes the following steps:

• Identify the issue : Recognize the problem that needs to be solved.
• Analyze the situation : Examine the issue in depth, gather all relevant information, and consider any limitations or constraints that may be present.
• Generate potential solutions : Brainstorm a list of possible solutions to the issue, without immediately judging or evaluating them.
• Evaluate options : Weigh the pros and cons of each potential solution, considering factors such as feasibility, effectiveness, and potential risks.
• Select the best solution : Choose the option that best addresses the problem and aligns with your objectives.
• Implement the solution : Put the selected solution into action and monitor the results to ensure it resolves the issue.
• Review and learn : Reflect on the problem-solving process, identify any improvements or adjustments that can be made, and apply these learnings to future situations.

Defining the Problem

To start tackling a problem, first, identify and understand it. Analyzing the issue thoroughly helps to clarify its scope and nature. Ask questions to gather information and consider the problem from various angles. Some strategies to define the problem include:

• Brainstorming with others
• Asking the 5 Ws and 1 H (Who, What, When, Where, Why, and How)
• Analyzing cause and effect
• Creating a problem statement

Generating Solutions

Once the problem is clearly understood, brainstorm possible solutions. Think creatively and keep an open mind, as well as considering lessons from past experiences. Consider:

• Creating a list of potential ideas to solve the problem
• Grouping and categorizing similar solutions
• Prioritizing potential solutions based on feasibility, cost, and resources required
• Involving others to share diverse opinions and inputs

Evaluating and Selecting Solutions

Evaluate each potential solution, weighing its pros and cons. To facilitate decision-making, use techniques such as:

• SWOT analysis (Strengths, Weaknesses, Opportunities, Threats)
• Decision-making matrices
• Pros and cons lists
• Risk assessments

After evaluating, choose the most suitable solution based on effectiveness, cost, and time constraints.

Implementing and Monitoring the Solution

Implement the chosen solution and monitor its progress. Key actions include:

• Communicating the solution to relevant parties
• Setting timelines and milestones
• Assigning tasks and responsibilities
• Monitoring the solution and making adjustments as necessary
• Evaluating the effectiveness of the solution after implementation

Utilize feedback from stakeholders and consider potential improvements. Remember that problem-solving is an ongoing process that can always be refined and enhanced.

Problem-Solving Techniques

During each step, you may find it helpful to utilize various problem-solving techniques, such as:

• Brainstorming : A free-flowing, open-minded session where ideas are generated and listed without judgment, to encourage creativity and innovative thinking.
• Root cause analysis : A method that explores the underlying causes of a problem to find the most effective solution rather than addressing superficial symptoms.
• SWOT analysis : A tool used to evaluate the strengths, weaknesses, opportunities, and threats related to a problem or decision, providing a comprehensive view of the situation.
• Mind mapping : A visual technique that uses diagrams to organize and connect ideas, helping to identify patterns, relationships, and possible solutions.

Brainstorming

When facing a problem, start by conducting a brainstorming session. Gather your team and encourage an open discussion where everyone contributes ideas, no matter how outlandish they may seem. This helps you:

• Generate a diverse range of solutions
• Encourage all team members to participate
• Foster creative thinking

When brainstorming, remember to:

• Reserve judgment until the session is over
• Encourage wild ideas
• Combine and improve upon ideas

Root Cause Analysis

For effective problem-solving, identifying the root cause of the issue at hand is crucial. Try these methods:

• 5 Whys : Ask “why” five times to get to the underlying cause.
• Fishbone Diagram : Create a diagram representing the problem and break it down into categories of potential causes.
• Pareto Analysis : Determine the few most significant causes underlying the majority of problems.

SWOT Analysis

SWOT analysis helps you examine the Strengths, Weaknesses, Opportunities, and Threats related to your problem. To perform a SWOT analysis:

• List your problem’s strengths, such as relevant resources or strong partnerships.
• Identify its weaknesses, such as knowledge gaps or limited resources.
• Explore opportunities, like trends or new technologies, that could help solve the problem.
• Recognize potential threats, like competition or regulatory barriers.

SWOT analysis aids in understanding the internal and external factors affecting the problem, which can help guide your solution.

Mind Mapping

A mind map is a visual representation of your problem and potential solutions. It enables you to organize information in a structured and intuitive manner. To create a mind map:

• Write the problem in the center of a blank page.
• Draw branches from the central problem to related sub-problems or contributing factors.
• Add more branches to represent potential solutions or further ideas.

Mind mapping allows you to visually see connections between ideas and promotes creativity in problem-solving.

Examples of Problem Solving in Various Contexts

In the business world, you might encounter problems related to finances, operations, or communication. Applying problem-solving skills in these situations could look like:

• Identifying areas of improvement in your company’s financial performance and implementing cost-saving measures
• Resolving internal conflicts among team members by listening and understanding different perspectives, then proposing and negotiating solutions
• Streamlining a process for better productivity by removing redundancies, automating tasks, or re-allocating resources

In educational contexts, problem-solving can be seen in various aspects, such as:

• Addressing a gap in students’ understanding by employing diverse teaching methods to cater to different learning styles
• Developing a strategy for successful time management to balance academic responsibilities and extracurricular activities
• Seeking resources and support to provide equal opportunities for learners with special needs or disabilities

Everyday life is full of challenges that require problem-solving skills. Some examples include:

• Overcoming a personal obstacle, such as improving your fitness level, by establishing achievable goals, measuring progress, and adjusting your approach accordingly
• Navigating a new environment or city by researching your surroundings, asking for directions, or using technology like GPS to guide you
• Dealing with a sudden change, like a change in your work schedule, by assessing the situation, identifying potential impacts, and adapting your plans to accommodate the change.
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