Here's how you can use problem-solving skills to quickly address service issues.

Asking the right questions is a key factor to identify if it’s really an issue and how sensitive and urgent is the necessity to take actions. On top of it, depending on the answers, alternatives to solve the issue are triggered.

Turn service issues into opportunities for problem-solving adventures! First, dive deep to grasp the challenge by asking the right questions. Then, unleash your creative genius to brainstorm solutions. Choose the most promising path and spring into action! Finally, reflect on the experience, learning and growing with each triumph.

Asking the right question is indeed the first important step. Then listen to the reply with attention. listening is the key of understanding the issue. try to understand if the issue is bigger than showed. only at this point we can start a problem solving process.

Identify the root cause simply by asking WH questions for any arrised problem is the key for solving the clue by analyzing root cause

Assessing impact is the highly crucial to understand the issue. Impact can be classified as impact to business, impact on customer experience and impact to the service. Impact assessment helps in developing a feasible solution or workaround. Impact analysis helps in defining the priority to recover/ restore service by implementing a solution or sometimes a break fix. Impact analysis helps in defining the upstream and downstream impact on an issue. If a clear understanding on the impacted services is established this helps in validating the fix once the issue is resolved.

Impact can be determined in a variety of ways including raw data - having access to the impacted process and all of the data derived thereof can help drive the next steps in problem-solving. Data can also be in the form of opinions and perceptions, e.g. if a customer is waiting too long, that "too long" is different person to person. So figuring out whether it's perception based or a technical issue will drive very different solutions.

An rock-solid, accurate impact assessment using real data is a great thing to use when influencing your prioritisation, but don't under estimate the value of a quick poll, a show of hands or some 'finger in the air' feedback from the floor to use as a quick head start while you work on getting the absolute answer. It might just be enough to make that call.

Se puede emplear datos estadísticos para ayudar a ejemplificar en dónde se percibe el mayor impacto y saber si este es algo esporádico o es algo recurrente.

After I have found out what the issue is, I shall analyse whether the issue is with our product or because of the system/ platform used by the user. If it is the latter I shall directly tell him my analysis and suggest fixes. But if it is with our product, I shall take the data as to how many of our product’s users were affected by it, how it is affecting our users globally and it’s impact on their overall experience with our product which is directly proportional to the revenue it may generate in the future. Then I shall work towards allocating resources to generate a fix in the product, test the viability of the fix and roll out a patch update to the product hopefully in the near future to ensure the product’s sustainability in the market

Con la lluvia de ideas tanto del personal cómo encuestas de satisfacción del cliente con el servicio, se pueden emplear posibles soluciones las cuales deben estar enfocadas en corregir el error y mejorar el servicio. También sería necesario identificar si el manejo del problema lo podemos controlar o no y de ahí partir en la mejor solución.

Considering cost in the solution sets is critical, as any problem can have a variety of solutions (which could have a variety of costs). But it's important to figure out at least a couple solutions so that decision-makers can have a point of reference/comparison and be able to make a great solution. The options don't have to be permanent or perfect. They don't have to be exhaustive, but they do need to address the issue in some way.

involve people from all departments involved in the issue and discuss about possible solutions. sometimes what we see is just a part of the issue and other people specialized in other tasks can see hidden solutions.

If the full fix is a while away and you're designing workarounds, make sure you factor in any knock-on impacts that workaround might have; compromises on CX, CSA experience, operational visibility of MI. Also don't forget the extra effort required to undo the workaround safely and roll-out the enduring fix.

Decision makers has to see all Point of views from competitor perspective & act to cover all of its needs consensus & to take care of human being needs for both employee & customers for realistic implementation with balancing the effect on each of them life balance & financial impacts.

When deciding action, always remember that no action is still an action. It could be that all the options available are too costly for their potential benefits, or there could be unintended consequences that are too difficult to quantify. In the end, some problems are not feasibly solved because of cost or time or technological limitations. An action could also be identified, yet not acted upon until resources free up from other projects. Nothing is off the table.

analyze all possible solutions and adopt the one that can solve the issue. sometimes we do not have the perfect solution so just adopt the one that looks the most complete. decision making is not an easy task but we need to decide. minimum impact on company and customer.

As well as communicating with your team, you'll also do well to keep any stakeholders, users and even vendors informed out of courtesy. They'll most likely appreciate the update and may be a valuable extra set of eyes when it comes to monitoring. It helps reinforce the value in what your team are doing and you may even get a 'thank you' out of it.

Implementation is as critical as the other steps including ensuring the scope of the implementation actually aligns with the stated objective. Too often implementations take on a life of their own, and scope is thrown to the wind. Focusing on the agreed upon solution including schedule and budget can help the implementation go smoothly.

an issue is a problem for sure but is also a chance to change the things. when we learn from a mistake or an issue we can put actions in place that will give us the possibility to work not only reactively but also proactively. this will save a lot of energy, work and money for all involved parties.

The feedback from the user based on their interactions with our support or their posts regarding our product in social media is the thing which will help us analyse whether there are any residual effects caused by the roll out of the patch update. Analysing this data and finding ways to incorporate new upcoming technologies to improve the performance and efficiency of the product will be the way to make it sustainable in the market and our brand in the minds of our users.

Shortest way for monitoring is defined in toyota philosophy Genchi Genbutsu which describes going directly to location of raised incident & check it by yourself for further analysis

always, ALWAYS do a follow up. especially from the customer's point of view it is very important. it will make him feel important and he will realise that he is important for our company too

Don't forget to actively listen. Sometimes a client might say one thing and if you ask it back in a different way, you might get to the root of the problem quickly. Which, then turns to next steps and how to fix.