HOST1033 Lecture Notes - Lecture 4: Organizational Chart, Mind Map, Flowchart
24 Feb 2013
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Problem solving: an active resolution to a challenging situation. Creative problem solving suggests that through an open approach to finding solutions, an appropriate and innovative result may be discovered. By offering suggestions to customers and to management about innovative ways of solving challenges, customer service providers can share their creativity with others. Criticism provides a opportunity to obtain information. A customer complaint is really a request for action. Conflict: a hostile encounter that occurs as a result of opposing needs, wishes, or needs. Do not bring up old problems from the past or assign blame. Listen to the other viewpoints that are being presented. Use tact as you respond to others. Do not repress your own anger; instead, use it productively. Take advantage of the opportunity to share other related concerns in a positive manner. Focus on finding the best solution to the conflict. Brainstorming: a problem-solving strategy that can be used by groups of two or more.
