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As employee the most important step is to listening carefully to the customer and ask him questions that help me to identify the main problem then taking actions to fixed the problem.
I would say the customer is always Right, to solve any customer problem Listen carefully to what the customer has to say, Ask questions in a caring and concerned manner, Apologize without blaming, Ask the customer what would be acceptable salutation for him, Solve the problem.
From my experiences by applying tow concepts as below :_
1) Listen.
2)Investigate.
I mean to listen to all parties in any field or divisions , Then come the role of Investigate to reach for the mistake and not only Solve but even to VOID it on future basis.
Thanks for the question.
Understand the issue, initiate a task, plan a solution, execute the plan, monitor the implementation of the plan until completion with customer satisfaction on time.
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