Problem Solution Submission Procedure - World Credit Organization

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9.1 Submission procedures for problem solutions

As an international credit practitioner, especially a senior international credit practitioner, in dealing with clients, they will encounter various questions raised by clients. It is the duty of credit practitioners to use the credit system to help clients solve problems. How to help customers solve problems? Practitioners should submit problem solutions to clients.

Problem solution, as a written formal communication, can reduce ineffective communication or miscommunication, help practitioners express their opinions accurately, and help customers solve problems.

Similarly, international credit practitioners of established credit units also need to submit formal problem solutions to leaders or decision-makers. Be applicable.

The procedure for submitting problem solutions is as follows:

In the first step, the customer asks a question or problem.

It should be noted that when a customer raises a question, it is not necessarily a formal one or an initiative. Practitioners should pay attention to discovering whether the client is facing difficulties when talking with the client. For example: when a practitioner visits a client, he finds that the client looks sad, so he asks if the company has encountered any difficulties, and only then does he know that the client has been fined illegally by the Industrial and Commercial Bureau.

The second step is to understand the problem.

Credit practitioners listen carefully to the client's statement and understand the problem in detail.

In the process of understanding the problem, the practitioner will communicate with the client, but the following two points should be paid attention to during the communication:

1. All questions should be for the purpose of understanding the problem. Before the problem is clearly understood, or before careful consideration, you must not speak rashly about your solution in the conversation.

2. Do not use critical language to comment on the customer's actions. This will not only hurt the customer's self-esteem, but also cause the other party to think that you have colored eyes and are only looking for faults, rather than helping them solve problems.

The third step is to analyze the problem.

Analyze the problem based on what you have learned. If necessary and possible, investigate the problem and gather relevant information.

When analyzing a problem, the most important thing is attribution, which is to find the cause of the problem.

The fourth step is to draft a solution.

Practitioners should develop the habit of writing. Thoughts are like flowing water, if the water in front does not flow out, the water behind cannot flow out. Some ideas can only be seen by themselves when they are written down. Only after the inspiration in the mind is written, will there be new and better inspiration.

The fifth step is to review the solution and submit it to the client.

After reviewing according to the procedures stipulated by the company, send it to the customer. Generally speaking, documents written by practitioners should be submitted to relevant personnel for review. The focus of review is:

1. Whether there are typos, wrong sentences, and whether the layout is beautiful and generous.

2. Whether the content of the plan is reasonable, legal, and in line with ICE8000 standards.

The sixth step, summary.

After the plan is submitted to the client, pay close attention to the implementation and feedback of the plan, and then summarize experience and lessons based on these situations.

The above content is excerpted from "Building an Integrity Unit - ICE8000 Integrity Management" (written by Fang Bangjian, free to use, but please indicate the source)