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Problem Solving
Formula
1. Understand the problem.
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Get
all the facts. |
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Listen
non defensively. |
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Repeat
back problems as understood.
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2. Identify the cause.
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What
has happened. |
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What
should have happened. |
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What
went wrong.
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3. Discuss possible solutions.
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Suggest
options. |
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Ask
for customer's ideas. |
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Agree
on best course of action.
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4. Solve the problem.
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Remove
the cause, or |
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Take
corrective action. |
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Ask
if customer is satisfied with resolution. |
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