Problem-solving is a crucial skill for customer service, especially when dealing with complex or escalated issues that require more than a simple solution. Learn how to apply the IDEAL model, a five-step framework that can help you identify, define, explore, act, and look back on any customer problem.
The IDEAL model is an acronym that stands for Identify, Define, Explore, Act, and Look back. It was developed by Bransford and Stein as a general problem-solving strategy that can be applied to various domains and situations. The model helps you to clarify the problem, generate and evaluate possible solutions, implement the best one, and review the outcome and feedback.
The first and foremost element of IDEAL is being available. Availability initially is very important because the following elements won't have a chance if you don't make yourself available to your prospective clients. Listen with anticipation and attentiveness. Read between the lines and repeat so that there's a clear understanding.
I grew up listening to one Mantra "Customer is always right" Then when I joined bank, same Mantra was written on the plaque on the wall. I follow the mantra to at least listen the customer what he wants to say. S(He) may not be right all the time, but no harm in listening which makes the customer calm down a bit. This gives us also the time to think on the feet as how to deal with the particular situation as each situation is different and need different tactics to resolve the issue.
The first step of the IDEAL model is to identify the problem that you are facing. This means that you need to understand the customer's situation, needs, expectations, and emotions. You can do this by asking open-ended questions, listening actively, empathizing, and summarizing what you hear. You also need to check if you have all the relevant information and resources to solve the problem, or if you need to escalate it to someone else.
The second step of the IDEAL model is to define the problem in a clear and specific way. This means that you need to narrow down the scope of the problem, identify the root cause, and state the desired outcome. You can do this by using the 5W and 1H questions: who, what, when, where, why, and how. You also need to agree with the customer on the problem statement and the criteria for a successful solution.
One thing I have found out is some have a one-way thought pattern. Some clients really have not explored other options. With this insight of other options with timeline to fit their goal usually ease matters and make the end decision more pliable, more achievable, with less stress. Like the old saying, "there's more ways to travel to your fav burger joint".
The third step of the IDEAL model is to explore the possible solutions that can address the problem. This means that you need to brainstorm and research different options, weigh the pros and cons, and compare them to the criteria that you and the customer agreed on. You can do this by using tools such as mind maps, SWOT analysis, or decision matrices. You also need to involve the customer in the process and get their feedback and preferences.
The Explore step should also involve exploring the information/data for validity and consistency. Some information may not be valid or may be biased and should be cleaned before moving onto solutions phase.
So agree with brainstorming and note those ideas when it strikes, even if if does occur at 2am. LOL. When the time is right, information flows with ease and solutions are solved with no regrets. Don't be afraid inquire of the customer to do the same. Relaxed mind brings remarkable gains.
The fourth step of the IDEAL model is to act on the best solution that you and the customer have chosen. This means that you need to plan and execute the actions that are needed to implement the solution, communicate the steps and expectations to the customer, and monitor the progress and results. You can do this by using tools such as action plans, checklists, or timelines. You also need to follow up with the customer and ensure their satisfaction and loyalty.
This fourth step is critical. If plan A doesn't prove the outcome, then the next step is critical to action. Plan B shouldn't be delayed, put into play immediately.
The fifth and final step of the IDEAL model is to look back on the solution and evaluate its effectiveness and impact. This means that you need to review the outcome and feedback, measure the results and benefits, and identify the lessons learned and improvements. You can do this by using tools such as surveys, testimonials, or KPIs. You also need to celebrate the success and thank the customer and anyone else who helped you solve the problem.
Been in this industry for 25 years. Problem solving is easy. Listen to both sides and be the mediator and arbitrator at same time. Read the room. You should know your employee enough to see who they are. The customer is not always right. And also remember in the service industry we are under constant stress and a small eye roll when busy or a stress related action could anger a guest. Most people Understand that we aren’t perfect and problems do arise. Reading the room in this industry is the utmost importance.
In re-evaluating the process helps moving the process forward moreso with greater expectations. Constant communications are key. Definitely measure the benefits and make adjustments where needed.