The Solving Problems module focuses on helping CSRs work with customers to solve problems, from simple to complex. This includes:

• Solving simple problems quickly.
• Using a process to solve more complex problems.
• Clarifying customer expectations for fixing the problem.
• Developing out-of-the-box creative solutions.
• The power of customized solutions to help the customer feel they are really being taken care of.
• Ensuring that solutions work for the customer AND the company.
• Knowing when a problem cannot be solved – and how to explain this to the customer.

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