An Anecdote on Problem-Solving
For now, to make this reading more interesting and understandable, let me quote one real-time example that happened in our company.
Once, I received a request from the sales department that there was a minor problem with the live support. Often, the customer who had recently signed up with our company kept coming back through live support with few After-Sales Support-related queries. This affected the sales executives, they weren’t able to spare much time on the new leads and inquiries.
So, to get a clear understanding of what’s going on, I decided to call for a meeting. I called for a meeting with the After-Sales Support team manager and Sales team manager. And, the problem was discussed in detail. Finally, we concluded that we can hire a person to manage customer queries in the live support. So, from then, if there was any live support chat from any new customer it got transferred to this newly appointed member.
After some time, in conversation with the sales team, I found something strange. I came to know that the recently hired sales executive was the only one supporting all the recently signed up customers in live chat, while the rest of the team continued to work on their new leads and inquiries.
I sensed that I needed to understand what was happening with the After-Sales Support team. I felt that fixing something that’s not right over there is the right way to avoid this problem recurring in the future. But, I was not sure how to do that. So, first thing first I contacted my After Sales Support manager and other concerned people.
Once everyone assembled, my first question was “I don’t understand why one person is working on the sales team to take care of the entire after-sales queries?”. As the question was discussed earlier, I started listening to all the points based on which they took the previous decision of hiring a new member. This is where I have decided to make this problem into a crisis.
Then, I put forward my next question, “What if we get more after-sales queries where one person cannot handle it all?”. Before anyone from the group answered, I shot my last question, “Are you all suggesting to hire one more person to support the after-sales queries?”. These questions made others realize that there was something wrong with the previous decision.
Thinking minds will have a great listening capacity. Exactly at the right time when the group started to think, I asked the After-Sales Support manager “How do you manage after-sales queries?” and listened to the explanation on everything from start to end. Now, I had a complete understanding of what the problem was. I had a couple of questions and found the answers for those queries as well.