Identification should include the following steps:
- Identify the customer's problem.
- Acknowledge the concern.
- Listen with empathy.
- Follow through with a solution.
- Escalate the problem to a manager, as needed.
- Follow up with the customer.
Process/Skill Questions:
Thinking
- Why is it important to follow the steps for resolving problems?
- Why should a customer be allowed to express their ideas about a preferred solution to a problem?
Communication
- What kinds of communication demonstrate an employee's desire to address a customer's complaint?
- How should one deal with an unreasonable customer?
Leadership
- How does the leadership team set the tone for customer satisfaction when resolving complaints?
- When should leadership end discussion with an unreasonable customer?
Management
- How can managers make sure that employees are aware of and use the steps for resolving all problems?
- Why are some complaints best handled by management only?