How would you help a customer solve their problems face to face?

Expert Answers
pohnpei397 eNotes educator| Certified Educator

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.