Problem-solving is a vital skill for customer service operations, especially when you are dealing with complex or unfamiliar issues. However, sometimes you may feel stuck, frustrated, or overwhelmed by the challenges you face. How can you boost your problem-solving abilities and find effective solutions? Here are some tips to help you out.
Before you jump into solving a problem, you need to understand what caused it in the first place. Otherwise, you may end up wasting time and resources on fixing the symptoms, not the source. To identify the root cause, you can use tools such as the 5 Whys, the Fishbone Diagram, or the Pareto Chart. These methods help you break down the problem into smaller parts, analyze the factors that contribute to it, and prioritize the most significant ones.
Uso herramientas de Gestión para ver cuales fueron las raices de los problemas: Atomizar para atrás lo hecho, de manera de analizar cosas más peque?as que me lleven a la respuesta definitiva. Hablar con el equipo de trabajo, para tener opiniones de otro observador
Ao lidar com quest?es que exigem a identifica??o das causas fundamentais de problemas ou transtornos, é crucial ter cautela. IDENTIFICAR as causas raízes n?o deve se confundir com ATRIBUIR culpados. Obviamente, há problemas que s?o gerados unicamente por uma pessoa ou um departamento. Colaboradores frequentemente enfrentam transtornos pela falta de orienta??o ou gest?o inadequada, independentemente de suas habilidades. O ponto central é entender as raz?es por trás das decis?es e como as práticas provocam danos ou transtornos. Nesse sentido, uma boa lideran?a e gest?o eficaz devem saber utilizar essa métrica de identifica??o de causas raízes sem recorrer precipitadamente à atribui??o de culpa.
Once you have a clear picture of the problem, you can start generating possible solutions. Don't limit yourself to the first or obvious idea that comes to mind. Instead, try to brainstorm as many options as you can, even if they seem unrealistic or unconventional. You can use techniques such as mind mapping, SCAMPER, or reverse brainstorming to stimulate your creativity and expand your perspective. The more options you have, the more likely you are to find a suitable one.
Evidentemente, n?o é vergonhoso pedir ajuda, cooptar ideias, ouvir relatos, associar pensamentos, pois isso faz com que a capacidade de tomada de decis?o seja aumentada. Há também uma técnica elaborada desde 1939 por Alex Osborn, que é o "Reverse Brainstorming". Essa técnica consiste basicamente em criar um problema e desenvolver a solu??o para o mesmo. Ela, por si só, afina o trabalho em equipe e promove confian?a na solu??o de problemas.
Junto con el equipo de trabajo, permitir un brain storming, que nos ayude a encontrar la causa o las causas que produjeron el problema. Tomando esto como punto de partida, vamos a encontrar la solución
After you have a list of potential solutions, you need to evaluate them based on their feasibility, effectiveness, and impact. You can use criteria such as cost, time, resources, risks, benefits, and customer satisfaction to compare and rank the solutions. You can also use tools such as the Decision Matrix, the SWOT Analysis, or the Pros and Cons List to help you weigh the pros and cons of each option. Based on your evaluation, you can select the best solution that meets your goals and expectations.
Respeitar as ideias de um brainstorming é fundamental, pois elas s?o fruto de mentes focadas em atender uma demanda operacional ou institucional. Após essa coleta de "insights", analisar os pontos fortes e fracos, oportunidades e amea?as, é o passo fundamental para uma execu??o proveitosa, eficaz e de sucesso. Lembrando que ideias n?o s?o descartáveis, o que hoje n?o é aplicável, amanh? pode ser uma solu??o.
Una vez encontrada la causa raiz, se arma una matriz con los pro y las contras de las soluciones planteadas, se elige la que es mejor a criterio del equipo, se hace una prueba piloto, y se vuelve a cero y se reinicia el proceso ya cambiado, para volver a evaluarlo y medirlo
The next step is to put your solution into action and see how it works in practice. You need to plan and execute the solution in a systematic and timely manner, following the steps and procedures that you have defined. You also need to monitor the results and outcomes of the solution, using metrics and indicators that you have established. You can use tools such as the PDCA Cycle, the SMART Goals, or the Gantt Chart to help you implement and monitor the solution.
Luego de la implementación de la prueba piloto, se implementa, se supervisa y se toma un período de tiempo para reevaluar los resultados
The final step is to learn from the feedback and improve your problem-solving skills. You need to review the solution and assess its effectiveness and efficiency. You also need to collect and analyze the feedback from your customers, colleagues, and managers. You can use tools such as the Feedback Loop, the After Action Review, or the Lessons Learned Report to help you learn and improve from the feedback. You can also celebrate your successes and acknowledge your challenges.
1.Developing a Systematic Approach Problem solvers should develop a systematic approach to solving problems. This involves following a step-by-step process or framework that ensures thorough evaluation & consideration of all relevant factors 2.Utilizing Creativity and Thinking Outside the Box Improving problem-solving skils requires thinking outside the box & utilizing creativity. Sometimes, unconventional approaches lead to innovative solutions that may not have been initially apparent 3.Learning from Past Experiences To enhance problem-solving ability, individuals should learn from past experiences. Reflecting on previous challenges allows for growth and development as problem solvers gain insights into what worked well and what didn't