How to do Efficient Message Solving

The Best Practices described in this document are grouped in three categories: attitude, principlesand techniques. All three are equally important for efficient message solving.

 

Attitude:
Enjoy what you are doing
Assume responsibility
Maintain your personal network
Put yourself in the customer„s shoes
Principles:
Don„t try to guess –get all necessary information first
Solve the customer„s issue –no more and no less
Capitalize on reuse of your (and others„) solutions
Know your limits –and don„t be afraid to show your limits
Be elaborate and structured in your replies –anticipate follow-up questions
Techniques:
Searching for the root cause –best strategies
Organize your knowledge –choose your best method