Fix the problem from the root cause

A key role of customer service providers is to fix customers' problems. The question is, do problems get fixes once and for all, or do problems generally resurface? We should approach and explore how to solve the problems in such a way that we fix a problem, we eliminate the probability of recurrence.

What are some of the strategies that service providers can employ to nip problems in the bud? The main concept involves looking beyond the obvious solution. Therefore, there are two strategies we should look into: (1) extending the cause and (2) extending the fix.

In extending the cause, the service provider will consider additional problems that could come from the cause; this means looking for root causes to eradicate the problem.
In extending the fix, service providers consider the possibility of new problems arising as a result of the fix. 

Nipping the problem in the bud allows service providers to solve customers' problems beyond what is apparent, such that when the problems are fixed, there is no chance of recurrence. This can be done either through extending the cause or extending the fix. The former involves looking for the root cause of a customer's problem and the additional problems that might come along with the initial problem; by beyond the surface to understand root issues, service providers are better able to eradicate the problem completely.

Extending the fix takes into account the new problems that might arise as a result of the fix, so that the fix is not simply taken at face value as the ultimate solution. Certain additional fixes can be applied to ensure that service issues will not recur. These include changes to the organisation's service culture, philosophy and values, rewards and recognition, and internal customer service support.

In solving customers' problems, service providers eradicate problems at the root cause.