customer service

1. Define the term Problem Solving? (1 mark)

Problem Solving may be defined as the process of finding strategies that can be used to resolve a particular conflict.

2. Discuss two (2) problem solving strategies that are used by service organization. (9marks)

There are two main problem solving strategies that are used by service organization which includes:

a) Brainstorming- This strategy encourages people to come up with thoughts and ideas that can be creative and that can also be drafted into solutions for many problems. This strategy may be used by groups of two or more which creates an environment for everyone to participate and makes everyone feel like they have contributed to the solution to the problems. This strategy also helps to build team work because for e.g. when one person gets stuck with an idea, another member’s knowledge can take their idea to the next stage.

b) Diagramming- This is a strategy used by having a visual representation of the problem and its related facts. The diagram symbolizes the problem in such a way in which we can see it, interpret it and imagine what we could do for the next step. There are four main methods of diagramming which includes: Mind mapping, Flow charts, Organizational charts and Pro/con sheets. These visual representations are most commonly used in service organizations because then these employees would fully interpret the problem and can easily determine solutions to these problems.

3. Discuss three (3) approaches used to develop negotiation skills. (15 marks)

The three approaches that can be used to develop good negotiation skills include:

a) Know your Customer- The organization goal is to please the customer by satisfying their needs and wants. In order to do so the custom...

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...s they feel that they are doing their jobs correctly and they will keep on feeling inspired by satisfying the needs of customers. Employees need positive reinforcement when they illustrate behaviors that they think they should be rewarded for. For example, implement an annual award to distinguish employees for excellent service.

d) Training- Information or instruction presented through a range of methods that will educate employees knowledge and skills and attempts to motivate employee’s attitude towards tremendous delivery of service to customers. In having training for employees they will also be able to satisfy needs of customers effectively and solving their problem/conflict.

e) Management Support- Employees will feel a lot more motivated if they have managers, supervisors (top managers) available to assist them with customer interactions as much as possible.