7Problem Solving and Decision Making
Learning Objectives
By the end of this chapter, you should be able to:
• Define your role in the problem-solving process.
• Describe the Problem-Solving Model and develop specific strategies for identifying and resolving customer issues.
• Explain the importance of decision making in providing quality service.
• Identify resources to assist in problem solving and decision making.
Define the problem before you pursue a solution.
YOUR ROLE IN PROBLEM SOLVING
Because of downsizing and restructuring by many organizations, the need for people at frontline levels in a call center ...
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