9 Step Problem Solving

How do YOU go about solving issues in business, the supply chain, or in life? For contact centers, effective problem solving is one of the most important skills an agent needs to possess.This way you can get comfortable with the steps before you use them with more complex problems.

How do YOU go about solving issues in business, the supply chain, or in life? For contact centers, effective problem solving is one of the most important skills an agent needs to possess.This way you can get comfortable with the steps before you use them with more complex problems.

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In some cases, the root is a lack of understanding. 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.

Unfortunately, problem solving isn’t always intuitive. In many cases, it needs to be learned through careful training and systemization.

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

If you want to improve your strength in this area, or need to coach your team along these lines, I recommend the following steps: When you have a problem to solve, it's not smart to just grab the least-busy person on your team for help.

These individuals may not have the skills or mindset you need, and can delay the solution or instigate a bigger problem.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.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.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.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.Define the problem, measure exactly where the problem exists, through trial and error, try different methods of fitting the fender into the plastic bag, analyze these alternatives, and call a Supplier in to look at the problem from a specialist’s point of view.The Supplier comes up with the idea of air blowing into the plastic bag to open it up easier and the fender then slides into the plastic sleeve much easier. Write a Standard Operation Procedure (SOP) to confirm how this issue was finally solved.