1. Identify the issue
Be a good listener and try to understand customer’s issue clearly, and ask yourself several question below:
– What trigger the issue?
– Is this issue specific to this customer, or happens to other customers as well
– Is the issue is a known issue?
– What is the impact of this issue to the customer?
After you identified the issue, summarize the issue to the customer to have the same understanding about the issue the customer have.
2. Analyze the issue
Check if there’s other similar issue reported? analyze the data and try to replicate the issue to see if the issue really exists.
3. Generate possible solutions
Once you have identified and analyze the issue, it is time to brainstorm possible solutions.
While going through this brainstorming process, generate a list of possible solutions.
4. Evaluate each solution and select the most appropriate
Once you have identified possible solutions, evaluate the plus and minus of each solution, then select the most appropriate solution.
You can evaluate the most appropriate solution based on these factor below:
– Cost to implement the solution
– Resource to implement the solution
– Time to implement the solution
– Risk and impact
5. Plan and implement the solution
Inform your customer about the detail plan of your solution, and how it wil be implemented including the roll back plan.
During the implementation it is important to continually check in on your progress to ensure that you are still on track.
6. Analyze the results
Once you have finished the implementation process, you should analyze the results, and ask the customer if the solution satisfied and meet their expectations.