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Of course, the exact actions that I would take to help a customer solve their problems would depend very much upon what their problem was. There might be some problems that they have with my firm that I simply could not do anything to solve. In other cases, the actions I would take would be dictated by the specific problem that they have.
In general, the first step is to show the customer that I am concerned about their problem. Before I even find out what the problem is, I need to demonstrate concern so that the customer will feel that I am going to do everything I can to solve their problem. I then need to find out what the problem is. I need to get as many details as possible so that I can know exactly what is wrong. Then, I need to quickly think about what sorts of remedies will be possible. The whole time, I need to continue to exhibit body language and other sorts of nonverbal communications that show that I continue to be interested in the customer’s problem.
Having done all this, I need to either do whatever it is that will solve the problem or tell the customer what it is that I will do. If the problem can be resolved immediately, I do so. If it cannot be, I need to tell the customer what will be done and I need to give them some idea as to who long it will take. I need to promise to keep them informed and I need to keep that promise.
In general terms, then, these are the things that can be done to resolve a customer problem face-to-face.
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