THE SIX KEYS TO SUCCESSFUL PROBLEM-SOLVING

1. Be on the lookout for problems great and small.

2. Distinguish between problems you can solve and those you can’t solve.

3. Solve small problems here and now if possible.

4. Give special treatment to bigger problems:

• Gather information.

• Pass the information to right person as soon as possible.

• Follow up on the problem.

5. Engage complaining customers:

• Make yourself available. Ask, “Is something wrong? What can I do to help you?”

• Listen carefully. Be sure you understand the customer: “Do you mean [insert what you think customer means]?” And “Do I understand correctly that you are saying [insert what you think the customer is saying]?”

• Say as little as possible.

• Rely on our prepared materials whenever possible.

• Be truthful.

• Request feedback.

• Always say “I am sorry” and “Thank you for bringing this to my attention.”

• Never say “I can’t help you.” And never argue.

6. Take ownership of customer complaints:

• Follow steps 1 through 4 above.

• Document customer complaint and record the date, time, nature of problem, and customer’s name and contact information. Include any action you took to resolve the problem, the outcome, and the follow-up required.

— Remember: It’s your problem until it’s solved —