complaint and problem solving

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Complaint and problem solving

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Page 1: Complaint and problem solving

PEOPLE STRATEGY LEADERSHIPPSL

Taking your people to the next level

PROBLEM SOLVING

Page 2: Complaint and problem solving

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