Problem Solving in CRM

These flashcards cover key concepts from the lecture on problem solving, specifically in the context of customer relationship management (CRM). They highlight definitions, strategies, and essential steps related to problem solving.

What is an active resolution to a challenging problem called?

Problem solving.

How does creative problem solving benefit customer service providers?

By offering suggestions about innovative ways to solve challenges, they share their creativity with others.

What does a customer complaint represent?

A request for action.

Define conflict in the context of problem solving.

A hostile encounter that occurs as a result of opposing needs, wishes, or ideas.

What is the first step in the Problem Solving Model?

Identify the problem.

What does diagramming provide in problem solving?

A visual representation of the problem and the related facts.

What method involves recording arguments for and against a solution?

Pro/con sheets.

What is the purpose of flowcharts in problem solving?

To chart each step of a process to determine why a problem is occurring.

What type of chart illustrates the hierarchy of a company?

Organizational charts.

What is mind mapping?

A creative approach to diagramming a problem with possible solutions branching from the original problem.

What does negotiation involve in terms of problem solving?

The evaluation of possible solutions to a challenge and selecting a mutually beneficial solution.

What is a key suggestion for developing negotiation skills?

Know your customer and listen to both spoken and unspoken messages.

List one step to take when apologizing to customers.

Acknowledge customers’ feelings.

Name a common barrier to problem solving and decision making.

Resistance to change.

What is follow-up in the context of problem solving?

Checking back to determine whether a situation is operating according to the initial plan.