Problem Solving: Pinpoint Customer Service Skill Development Training Series

Problem Solving clearly illustrates the principles of effective problem solving.

You will discover why problems exist, are inevitable and are going to continually happen, as well as the fact that many customers do not understand what is causing their problem.

You will learn how to clarify a problem to understand it, and how to use framing techniques to solve them.

You will also learn how to develop insight to identify the root causes of a problem, and to apply proven techniques that use symptoms of a problem to point to its root cause.

You will be taught how to identify the critical issues that must be identified when solving problems, and how to identify potential solutions to arrive at an acceptable solution.

You will learn proven strategies and techniques to clear up unresolved problems and issues, and what to do if the customer refuses to accept the solution.

You will also learn when to pass the problem on to someone who can resolve it.

Finally, you will discover how to avoid common problem-solving pitfalls and problems to avoid further complicating problems.

As part of the Pinpoint Skill Development Training Series, each skill pack (book) delivers eight core concepts, designed to provide a complete 360 degree perspective on each topic. You are focused on a single concept at a time, including the implications, techniques and strategies to apply the concept, reflection points and a hands-on activity or action plan that transfers the concept into practice.

The step-by-step instructions are structured to achieve each of Kirkpatrick's Four Levels. Each of the eight core concepts is designed to cross-reference and reinforce all other concepts within the skill pack. The combination of all hands-on activities, are designed to produce a master action plan for the specific skill pack.

This skill pack is ideal as an informal training tool for coaching or personal development. It can also be used as a handbook and guide for group training discussions.

Each skill pack in the Pinpoint Skill Development Training Series was developed from proven strategies and techniques created by Timothy Bednarz to effectively train thousands of employees in Fortune 1000 companies since 1990.