Problem-solving Recap

Front

Which of the following is NOT one of the negotiation styles? Accommodating, Dominating, Compromising, Collaborative

Back

Dominating

Front

What is the Kipling (5W1H) method used for?

Back

Asking a series of questions to understand a problem better

Front

What is negotiation in the context of customer service?

Back

An evaluation of possible solutions to a challenge and the selection of a mutually beneficial solution.

Front

What are the steps in the problem-solving process in the customer service context?

Back

Identify a problem, understand the problem's unique characteristics, define the requirements of a possible solution, identify possible solution, select the best solution, implement the solution, observe and evaluate the solution's impact

Front

It is important to solve customers' problems in customer service because _____?

Back

To maintain a good reputation and improve customer satisfaction

Front

Which of the following is NOT a common reason for customer complaints?
A. Poor customer service
B. Hidden costs
C. Offering high-quality products
D. Rude staff

Back

Offering high-quality products

Front

What is the best way to handle an expressive complainer? Options: A. Avoid responding publicly, B. Respond publicly, swiftly, and positively, C. Ignore their complaint, D. Make them wait for a formal response

Back

Respond publicly, swiftly, and positively

Front

Which problem-solving step encourages creative and spontaneous thinking?

Back

Brainstorming

Front

What is problem solving in the context of customer service?

Back

A process of developing and applying solutions for the problems that occur in the organization

Front

What is the first and most important step in the problem-solving process?

Back

Finding the Problem