I.A.N.A. Problem Solving®
Half Day

The ability of an organization to retain and gain customers depends not only on policies and procedures, but also on their people handling and problem solving skills.

Objectives

• Understand the framework for resolving customer concerns.
• Learn an effective 4-step formula for maximizing customer satisfaction.
• Identify the nature of a problem accurately.
• Quickly assess the severity of a problem.
• Learn how to negotiate a mutually acceptable solution.
• Act on problems in the most appropriate manner.
• Understand when and how to say "no" to a customer.
• Implement skills in daily contact with internal and external customers.
• Provide managers with guidelines for effective and systematic follow-up with employees.

Agenda

Establishing a working relationship with the customer
Identifying the nature of the complaint
Determining what the complainant wants
Understanding the nature of the problem
Determining if the complaint is grounded in reality
Balancing the solution with the problem
Determining the initial and bottom line bargaining positions
Cost vs. value relationship
Establishing a true win-win resolution
Final steps: customer satisfaction and company requirements
Defining and communicating the action plan
Proper follow-up/feedback for quality assurance

I.A.N.A. Problem Solving is a registered trademark of e-Satisfy