Problem Solving and Decision Making in Customer Service Interactions - Assignment Example

The situation would actually require three techniques of problem-solving: 1. Flowchart for ascertaining the problem with the customers and why the bills are not being paid on time. 2. A pro/con sheet to ascertain if the solution derived through the flowchart is implementable. 3. A mind mapping technique to ascertain the best way to implement the solution. Assuming flowchart gives us the solution that the customers are unable to read the bills properly. A pro/con sheet for ascertaining if changing the bill format is a good idea 1.

Easy to read bills Some productive time will be spent on designing the new bill format 2. More timely payment Aligning the existing technology with the new bill format 3. Correct bills submitted Staff will have to be trained on the new bill format Mind mapping for creating an easy to read the bill. You have recently been feeling dissatisfied in your position as a reservation associate at a nationally recognized car rental company. There are opportunities for advancement at your current company, but you might like to look elsewhere for a new opportunity.

In this kind of situation, it is best to use a pro/con sheet. Why should I join another company? Pro (Arguments for) Con (Argument against) 1. Higher salary Since it will be a new workplace, I will have to work really hard to prove myself 2. Better job profile The next promotion will be after one year in the new company 3. Will be posted to a new location, in a different city hence new learning. The salary may not be enough to cover all the expenses in a new city initially. In your position of a corporate trainer, you have noticed that many of your trainees/customers are not following through with the assignments that you give them and that frequently they are not prepared for presentations when they are due.

In this kind of situation, it is best to have a brainstorming session with the participants to find out why they are generally not prepared with the presentations. After the brainstorming session, it is possible to find out the reasons and the possible solutions. Brainstorming may give some of the insights such as Possible reasons 1. Trainees/customers have full times jobs and hence they are unable to finish the assignment. 2. Trainees/ customers find the assignment too difficult to comprehend. 3. Trainees/customers do not find the assignment interesting enough.

Possible solutions 1. Group assignments can be given in place of individual assignments. 2. Assignments can be discussed in the class before asking them to make presentations. 3. Some other assignments can be given in place of the original assignments.