For this assignment, we are given a scenario; that as a web designer significant issues are discovered in the testing. The client does not want to pay any more to fix the problems and just “roll” with the site as it is. How would I deal with the problem?
In my Customer Service class, a student had described a company’s service he had received as “Customer Service on Steroids.” I took his point as a mantra I wanted for future business.
So, I will be referencing the steps I have learned in that class.
First of all, I would like to say; I am hoping to make any situation as a “win-win” for all involved. To best resolve issues by keeping everyone’s dignity intact, and also have all involved feel that there is some sort of satisfaction for the end results.
The Problem-Solving Process:
- Identify the Problem: Begin the problem-solving process with apologies for any inconvenience that they have felt caused by you or your organization. Taking responsibility will show your client you are aware there is an issue, and you are working to resolve the situation. Then gather information about the issues at hand that need to be dealt with to resolve.
- Compile and Analyze the Data: To efficiently determine a course of action, you need a thorough understanding of the problems.
- Identify The Alternatives: Let the client know you are willing to work with them to find an acceptable resolution to the issue.
- Evaluate the Alternatives:
- What is the most efficient way to solve this problem?
- Which are the most effective options for solving these problems?
- Will the options being considered solve the problem and satisfy the customer?
- Will the selected alternative create new issues?
- Monitor the Results: Once a decision has been made, monitor the effects of the results. Do not assume that your client is satisfied, especially if any negotiation has taken place to resolve the issues.
Also, keep in mind, that rolling with the site with issues, could become a calling card of the work you did, and could possibly affect future business. So finding a win-win situation to find a solution for all involved is critical for their business and yours.
Lucas, R. W. (2015). Customer Service Skills for Success(6th ed.). New York, NY: McGraw Hill Education.