6 Steps Of Problem Solving

6 Steps Of Problem Solving-69
The speed, processing power and data collation ability of the Bots combined with the human’s EQ, communication skills and ability to solve complex problems will be a force to be reckoned with.Stay tuned for lots more info and insights on the Bots of the near future, but in this column we celebrate the unique skills of the human: the investigative skills, emotional intelligence, and problem-solving power of the Customer Support Agent.Using words like It is absolutely OK to not know what is coming next, as long as it is part of the plan.

The speed, processing power and data collation ability of the Bots combined with the human’s EQ, communication skills and ability to solve complex problems will be a force to be reckoned with.Stay tuned for lots more info and insights on the Bots of the near future, but in this column we celebrate the unique skills of the human: the investigative skills, emotional intelligence, and problem-solving power of the Customer Support Agent.Using words like It is absolutely OK to not know what is coming next, as long as it is part of the plan.

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The Support Agent should recap with John what was wrong, what they did together to resolve it, and confirm he has no further questions.

This can only leave John feeling good about his experience.

A well-investigated issue is an issue that usually stays resolved.

It is important not to skip quality probing questions that can rule in or out a diagnosis.

Troubleshooting theory can be simply implemented with differential diagnostics.

Try something based on the symptoms and see how it responds, keep going until you have isolated down to the root cause. Of course, that may sound like guesswork to John, and this is where the support agent needs to display confidence and certainty in their words, and the actions they may ask John to perform.Although far less dramatic, a customer goes through a similar process. From the Support Agents perspective the best thing you can do is to make your introductions swiftly, so you can listen to the customer.When they first call it is because they have had their otherwise regular lives interrupted by our product or service – and it’s our job to either fix it or help them grow to the change that is needed. If they are particularly upset, sometimes you may need to wait until there is a 2-3 second pause as your cue to save the day.Once you have clearly established what it is that has upset their daily routine, you must then assure them that you can help, or know how to get them help. John has just come home after a long day to find his internet isn’t working.He can’t work from home, and he has a big deadline. John isn’t just calling to get his issue resolved, he is calling to express his frustration and the added stress that this situation has put him under.lately, particularly how the future of CX will be a ‘blended’ one.The blended approach will see Bots and humans work closely together to achieve greater things than they can individually.But others may not be so interested in platitudes, and so a balanced approach may work best For John, simply saying “I the implications it may have for your home/family/business.” This is likely to be better received than if the support agent were to lean heavily on apologies, or flexing their logic-ceps, or even launching directly into twenty questions.Sometimes this can be done in earnest to help the customer, but can seem severely detached. Investigation Although instinct may tell you to resolve their issue as quickly as possible, caution must be taken.If the customer fully understands that cooperation is in their best interest, they may do one better than just mere cooperation and go right to enthusiasm to perform whatever troubleshooting is needed.Of course everyone is different, but some people just need a little encouragement and a clear concise structure to follow. Troubleshooting Troubleshooting is the bread and butter of a technical support call, without it all you have is a conversation without purpose.

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