Elevate Playbook - loop

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6 skills needed to solve any problem

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Find a Solution

If you are unsure, ask a colleague for help, and learn from their response.

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We then apply our knowledge and expertise to the problem. To do this, we need to know about common options and local solutions for customers. We need to know our network and community and offer advice confidently so customers can continue their journeys. Sometimes reassurance is all that is needed. Use positive statements and helpful behaviours to ensure customer needs are met. Offer physical assistance if this helps a customer on their journey.

When customers’ problems are solved, it gives them extra confidence in taking their journeys.

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To find solutions, think like a customer. To do this, we need to put ourselves in the shoes of our customers. Understanding what they need in the moment is critical to great customer service. Understanding a customer’s problem is important –ask questions if you are not sure or it is unclear. Clarify what they need and confirm this back to them to ensure you understand.

“So, you are trying to do x… Let me help you”

Key Points

Listen to the customer and showgenuine empathy.

Offer a solution and give options whenever possible.

Follow upwith the customer.

Assess the situation.

Deliver the solution.

Reflect and address issues tomake improvements.

Ask for the customer’s needs and preferences.

Ensure that the customer is rewarded with the solution.

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