Problem Resolution Tool

Let the customer speak No two days or teams are exactly alike, but all teams experience and need to resolve problems. There are internal issues and there are external issues that arise. Both types of issues can be resolved effectively with the right tools. Resolving problems relies on learning and implementing problem solving technique and skill.

Our Technique

The 6 Steps of Problem Solving

1. Let the customer speak so you can clearly identify and understand the problem 2. Apologize for the situation and ensure the customer we will resolve the problem 3. Involve the appropriate stakeholders to gather all the information and find and execute a solution 4. Follow up with the team and then the customer to confirm the issue is resolved 5. Thank the customer for their feedback, the opportunity to resolve the issue and invite them to come back 6. Examine the problem and resolution to review opportunities for process improvement and personnel coaching

Apologize Involve Follow-up Thank

Our Skills

The Problem-Solving Skillset

— We are Seamless in our ability to quickly understand problems and identify solutions — We are Authentic in our ability to empathize with the customer and take responsibility — We are Memorable in our ability to take a problem and handle it so well that we create a customer for life

“SAMoment”

When problems arise, it is the way in which we handle the problem that the customer will remember most.

Examine

Our Customer Journey

“The best advertising for you, is how you do your work.”

— Elie Zelouf