How To Solve Customer Problems

Welcome to June and happy half year ??!

There is this argument that has been going on about which country's jollof rice is the best??.

We won't go into that so we don't begin another round of war??.

In Nigeria, we have party jollof or smoky jollof rice , which most of the time is cooked outdoors. These days it's cooked with large gas burners , but in old times to achieve that smoky taste it was cooked with firewood.

The firewood comes in large chunks and to make the fire flare well,the logs are cut into pieces.

Cutting the firewood into smaller pieces makes the fire burn at the right pace and the food cook faster.

It's the same with solving customer problems.The issue needs to be broken into 'pieces' to achieve the desired resolution faster, leaving the customer satisfied,happy and able to trust the brand.

One of the desires of customers is easy and quick resolution of their issues/ challenges.

Whenever there is a problem(s) to be solved , the first thing is to

P I E C E S it!

Like the name implies you break the problem into smaller chunks to solve it whether escalated or not.

'PIECES'

P...Pinpoint the problem.It's the most important phase of the process.Obtain the relevant information from 'parties'who know about the issue by asking relevant questions.

I... Interpret the data gathered by examining all the underlining problems. Do not throw off any leads or ideas put forward.

E...Explore the available options and consequences of each data gathered and the budget needed to fix the problem.

C...Create an action plan and secure the commitment of everyone involved in the process of solving the problem.

E... Evaluate the results to see if the problem was solved and if the process of solving was successful and if not to see what could be done differently.

S...Stay in touch... Simply said, FOLLOW UP with the changes made for a more favorable outcome in case of a next time and the customer to ensure the problem has been fully resolved satisfactorily.

Breaking down problems into smaller pieces makes it more accessible to get to the root cause.

It helps discover the necessary information and what needs to be done.

Trust you got value. Kindly share if you did .

Follow , like and connect with Oluwakemi Sheba ICSN ,CCST for Customer Service tips and Inspirational nuggets.

PS:Would you like to get certified as a Customer Service professional? Then click the link below to register for the upcoming diet of CCSP with West Africa Association of Customer Service Professionals [WAACSP] ????

https://thewaacsp.com/english/admin-blog/1st-diet-2024-professional-certification-in-customer-service-holds-this-june

PSS:Need a basic Customer Service quick guide ? Then grab yourself a copy of 'Customer Service In Perspective'????

https://selar.co/customerservice