My new book, in which the Problem Solver gives tips on everything from writing a complaint letter to how to use the Internet in your battle, comes out Tuesday. It’s titled “What’s… ...

Next Step: Resolution Now you’ve identified the problem and listened thoughtfully to its nuances from your employees’ perspectives, the next step is resolution.

What makes a first contact resolution successful is solving the problem to the customer's satisfaction during that first interaction. Inefficiencies in the customer service process will result in ...