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Conflict Management Curriculum Training 51 4.3 Problem Solving Annoyed customers present you with problems – and they need to be solved. In addition, problems may arise that you need to tell the customer about – such as a delay, In either case, the customer wants solutions, not problems.
1. Understand the problem • What are you trying to do?
2. Devise a Plan • Look for a pattern.
3. Carry out the Plan • Communicate the plan and get agreement for it
4. Look Back • Check the results. |