Define the term problem solving?
Problem solving is a mental process through a detail of problem that involves analyzing and solving problems. The goal of problem solving is to overcome the obstacles and find solution that best resolves the issue.
Discuss two (2) problem solving strategies that are used by service organization (9 mrks)
A problem solving strategy normally done between two or more people, ideas are shared an as more ideas shared, ideas may develop. To begin brain storming a group of individuals gather with ideas and a next individual do the recording of the ideas shared. Each individual must share their ideas, the more ideas share is better for the brain ...view middle of the document...
When the mind map is completed is should be review a conclusion should be done and the best solution must be implemented.
Discuss three (3) approaches used to develop negotiation skills (15 mrks)
1. ASK QUESTIONS AND LISTEN TO THE SPOKEN AND UNSPOKEN MESSAGES
Ask your customers questions and listen carefully to their response and try to develop an informed understanding. The customer service provider must ask questions in order to get information because not every customer is going to give all the information to solve the situation. It is best for the customer service provider to listen to what the customer is not saying and the hesitation that a customer may have responding to questions. Once all the questions have been answer the customer service provider can clarify and understand what the customer have to say. Try to create an environment for the customer to share details that can result in problem resolution.
2. LEARN TO HANDLE YOUR ANGER AND YOUR CUSTOMER’S ANGER APPROPRIATELY
When there is a situation taking place anger is always a possibility. When anger is revealed it is best to defuse it as subtly as possible. When dealing with customers try to anticipate the cause and confront it as carefully as possible. The customer service representative can compensation with an apology to the customer this will help and defused the customer anger. Example at burger king a customer spend an hour at the drive up window the customer will be very upset, but when the manager offer a free meal the angry will diminish. If a customer service representative find that they are becoming angry resolve the challenging situation quickly and consider the role that they are playing to represent their company.Encourage the customer to share in the responsibility, anger may be defused and the business relationship may continue.
3. DETERMINE MUTUALLY BENEFICIAL SOLUTIONS TO CHALLENGING PROBLEM AND SITUATION
Create a win-win situation with customers; the customer must not leave the business angry and vowing never to come back to the business place again. When completing a negotiation with customers seek solution that will benefit both the company and the customers. Seek feedback from customers and explain exactly how the agreed solution will work.
According to Warren Bennis “leaders think about empowerment, not control”
Explain the term empowerment
Empowerment is giving someone who manages them and gives them the authority to do whatever it takes to satisfy the customer. Management practice sharing information, train employees, accept consequences, rewards and power so that they can take initiatives and make decisions to solve problems and improve services and performance. Empowered employees have much higher levels of motivation, they enjoy their work, and their loyalty to and pride in Home base is enhanced. Highly motivated employees in turn will help the organization to achieve its objective of putting the customer first.
Discuss (4) key ingredients to a...