complaint and problem solving
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Complaint and problem solvingTRANSCRIPT
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PEOPLE STRATEGY LEADERSHIPPSL
Taking your people to the next level
PROBLEM SOLVING
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PEOPLE STRATEGY LEADERSHIPPSL
Taking your people to the next level
SEEING NEEDS, PROBLEMS & REQUESTS ASOPPORTUNITIES TO DELIVER EXCELLENT CUSTOMER SERVICE
SMART*Agreement
Ac on Preven on� &� Improvement
Control� &� Inform
*SpecificMo va onalAgreedRealis cTime-‐bound
Resolu onDiscuss� &� Resolve
AvoidanceRecogni on
Growth
Beginning
Measurement&� Feedback
NeedsProblemsRequests
OwnershipUnderstand†
†ProblemMeaningImpactOp onsObjec ves