1- Define the problem precisely
“We have a problem with customer service!” is what you hear from the MD. But can you set out to solve the problem just like that? No, of course not. You need better definition of the problem. What kind of customer is facing this issue? Is it product related or process related? Is it related to a specific function in the company like product delivery.
This might need brainstorming to understand the different components of the problem. Sometimes a visual representation or a mind map may be very helpful to illustrate the exact nature of the problem. Ask for examples of customer service complaints that have arisen in the recent past. When the problem becomes very clearly defined, it is easier to find an appropriate remedy.
2- Do something radically different or opposite
When everyone is recommending the conventional approach, it may be useful to think about something very different. So for example if the issue is about pricing a product to increase turnover and reducing the price has not worked, maybe it’s worth considering jacking up the price!
3- Do a cost and benefit assessment
There may be multiple solutions to fix a problem so how do you decide? The cost-benefit technique is often used in these situations. A difficult employee might be terminated but this may result in exit payments so an alternate solution might be re-training or counseling.
4- Rethink the assumptions
Sometimes it is useful to question the basic assumptions about the problem. For example, if your team is wrestling with the problem of handling a customer who is always very difficult, you might question the assumption that this customer is vital for your organization in the first place. The act of asking such questions might lead to new ideas and potential solutions.
Many years ago, when I used to work in Malaysia, a group of PC sales guys were complaining that the price was too high for their clients. They explained this was the reason for not meeting the target sales volume. So the regional manager at the time asked “What if we gave these PCs away? Would you be able to exceed your sales target then?” There was dead silence for a while. The sales guys realized that even with this zero price, they would not be able to exceed sales quota and the core issue was something else related to the brand.
5- Get help from the outside world
You are not going to be able to think through every problem yourself. Ask a subject matter expert inside or outside your organization for advice. Check the internet and organizational material for clues. Ask your manager for help and don’t forget to consult your colleagues and team members.