Professional Guest Service Week 4.docx

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George Brown College
HOST 1033
Jeannine Pharand- Theyer

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 positive manner.  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 outcomes. 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. Problem-Solving Strategies  Brainstorming: a problem-solving strategy that can be used by groups of two or more.  Diagramming: a strategy for problem solving that provides a visual representation
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