Gather Information
Questions that help you find more details about the issue at hand.
What are specific questions?
Technique that can be summarized in the phrase: Listen, restate and confirm.
What is paraphrasing?
The egg white in crack the egg theory.
What are details?
Step of the model that includes finding out why the problem exists.
What is Identifying the Situation?
A visual technique of problem solving that seeks to identify the origin of a problem
What is Root Cause Analysis?
Questioning structure that seeks further information that goes into more specific detail.
What is the Funnel Technique?
Technique that entails providing context first then stating the issue.
What is staging?
The second step in the formula for dealing with angry customers.
What is listening?
Step in which the expected outcome is to receive customer approval for the plan and to be ready to implement.
What is Plan Resolution?
Technique that involves narrowing down the problem by asking the cause of different situations.
What is Five Whys?
Questions which give a choice to the customer.
What are alternative questions?
Giving the customer a reason (because) before offering the solution/action.
What is playback?
The egg shell in the crack the egg theory.
What is anger?
Step in which the expected outcome is: Problem Resolved.
What is Implement Resolution?
A technique where you write down all the ideas that come to mind regarding the issue .
What is Brainstorming?
Questions that help to build a close relationship with the customer.
What are open questions?
Technique based on replicating the customer's emotions through your tone of voice.
What is reflective listening?
Skill used in order to show the customer you can relate to their situation
What is empathy?
Step in which you need to utilize most Problem Solving Techniques.
What is Define the Problem?
A technique focused on visualizing all of the events that happened before the problem arose.
What is Chronological Analysis?
Questions used once the situation is clear and only key facts are missing.
What are closed questions?
Technique used at the end of a process or interaction with the customer in order to agree next steps.
What is summarizing?
Skill used to comprehend in depth what the customer is telling me and gather all details.
What is active listening?
Step in which you confirm customer satisfaction.
What is Close Out?
A way of thinking that allows us to reach the most rational conclusion.
What is Critical Thinking?