Traditional versus exceptional problem solving

The traditional view advocates that we solve problems only as they arise. Such an approach to problem solving is reactive; we only react when we see a problem, only scramble for the extinguisher in the midst of the blaze.

In the exceptional view of problem-solving, service providers anticipate problems. To anticipate is not to guess - to anticipate is to be observant and to use the five senses. People who adopt the exceptional view of problem solving are often proactive in both mindset and actions. Above all, they take control of situations instead of having the situations control them.

Service providers who engage in exceptional problem solving will know how to work cooperatively with the customers instead of focusing on who is right and who is wrong. The first step of exceptional problem solving in customer service is managing and building realistic customer expectations.

Solving customers' problems effectively means working them out right the first time. This requires quality and critical thinking on the part of service providers. Customers deserve the best of our attention. It is the customers who justify the existence of our jobs.

Real service providers anticipate and prevent potential problems from happening.