Problem Solving (chapter 3)
Creativity and Problem Solving
Problem solving: An active resolution to a challenging situation.
Creative problem solving suggests that through an open
approach to finding solutions, an appropriate and innovative
result may be discovered.
Customers appreciate creativity.
By offering suggestions to customers and to management
about innovative ways of solving challenges, customer service
providers can share their creativity with others.
Problems As Opportunities
Criticism provides a opportunity to obtain information.
A customer complaint is really a request for action.
Conflict: A hostile encounter that occurs as a result of opposing needs,
wishes, or needs.
Suggestions When Encountering Conflict
Do not bring up old problems from the past or assign blame.
Listen to the other viewpoints that are being presented.
Use tact as you respond to others.
Do not repress your own anger; instead, use it productively. Take
advantage of the opportunity to share other related concerns in a
Focus on finding the best solution to the conflict. Problem-Solving Model (Figure 3.1) – Page 33 in your book
1. Identify the problem.
2. Understand the problem’s unique characteristics and the possible
3. Define the requirements of a possible solution, considering the
company policies currently in place.
4. Identify possible solutions.
5. Select the best solution.
6. Implement the solution, informing the customer of the details and
how the customer will be affected.
7. Observe and evaluate the solution’s impact.
Brainstorming: a problem-solving strategy that can be used by
groups of two or more.
Diagramming: a strategy for problem solving that provides a visual