Customer Service Training

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Presentation transcript:

Customer Service Training Lesson 8 Critical Thinking

After this lesson you will… Know the procedures for problem solving Understand the value of problem solving Demonstrate the ability to apply critical thinking skills to handle customer service situations and predict outcomes

Terminology Credible When behaviors and actions support the statements. You are believable. A customer can count on your word because it is factually based. Critical Thinking The process of thinking that involves problem solving skills. Judgment The ability to form an idea or make a decision. Objective The ability to not be influenced by personal beliefs or opinions. Reliable The action of being responsible and dependable. If you are reliable, customers will know you demonstrate follow through and can be counted on. You do as you say you will do.

Critical Thinking Critical thinking is an important skill to develop. Critical thinkers consider problems carefully before making decisions. Critical thinking is reflective thought about issues and situations that have no clear cut answers or solutions (pg; 78 Award-Winning Customer Service)

The POCS Method of Problem Solving P=Problem- Define Your Problem O=Options- Brainstorm all possible options relating to how you can solve your problem C=Consequences- Think about the consequences for your choices, actions and/or options, both negative and positive S=Solutions- Based on the consequences, what is the solution (you can live with) to your problem

Critical Thinking Tips Focus on the Question or Problem Ask questions to clarify the situation Analyze all arguments or proposed solutions. Ask yourself how reliable or credible is your source of information Make value judgments about all possible solutions Keep an open mind. Be objective. Decide on the best action. Communicate your decision effectively Show sensitivity to other peoples feelings. (pg; 78, Award-Winning Customer Service)