customer problem solving

Solving customer service problems is the latest way of doing sales

customer problem solving

The ‘customer problem solving’ approach is the latest addition to the group of impromptu buzzwords that gets thrown around in the sales and business settings.

As a buzzword, it could get coupled with the other sales approaches turned into totally meaningless jargons such as Boil the ocean, Buy-ins etc. All the great concepts denoted by these buzzwords have been turned sour through being used as fillers in vacant conversations.

The customer problem-solving approach is the ability to understand and resolve the real problems that affect your customers. If you offer specific solutions to customer problems in your sales pitch, they are likely to get more positive attention. In this case, your prospects will also pay more attention to what you are saying to them.

All in all, it paves the way for sales interactions that are highly interesting and engaging to both the prospect and sales person. In the end, it will ensure that your sales pitches get a better welcome and eager listening-time than you could ever gain otherwise…

Let’s first look at the circumstances that make the old way of selling inappropriate and possible ways to excel in the new selling environment.

Why the usual sales techniques are failing

If you aren’t already aware of it, I’m going to let you in on a secret. The old sales techniques are failing and don’t have their suggested great future possibilities.

Usually, the prospects come to the discussion table with already iron-clad reasons as to why your products aren’t a good fit for them.

handling customer complaints

At present, the customers are forced to choose between proliferating new purchase options. It’s getting increasingly harder to fix meetings and to move the prospect towards closure during this meeting.

Well, let me explain!

A normal sales pitch usually involves presenting your product or service to the prospect. You may discuss the specific features that change the life of your prospect for better. You may also try to illustrate the competitive advantages of your product.

This approach could appeal to a prospect already looking forward to purchasing your product or trying to choose between the competitors. But it may not appeal to a normal sales guy, who is yet to figure out the actual need for your business.

The buying funnel for any product could be illustrated as given below. As per the illustration, your prospect largely unaware of your product during the first three stages of the sales funnel.

customer service problem and solutions

This represents a big opportunity lost at the top three stages of the sales funnel.

Especially with a large volume of possible purchase options and similar competitor features, this makes it harder to choose between the available options.

In the customer problem-solving sales technique, you are trying to resolve the problem that is actively hampering the customer. It allows you to tailor specific custom solutions that will aid your business requirements.

As a result, the prospect can take a much easier and straightforward decision as to whether to invest in your product or not.

Customer problem-solving technique

As you may know, the prospects are rarely eager to allocate time for a new sales meeting. They simply don’t have adequate incentive to spent time on your product. They are already busy enough and could be suffering from budgeting constraints.

You could shortcut this problem through the Customer problem-solving technique. It involves actively understanding and resolving the customer problem through your particular solution to make it a viable investment option for your prospect.

For this, you can develop a customer problem-solving approach in a five-step process. You can do a four-step schedule.

These steps are

  1. Understanding customer pain points
  2. Developing solution frameworks
  3. The solution management
  4. Presenting resolutions
  5. Pitching the product

In this sense, you should really understand the significance of ‘customer problem-solving approach’. You can figure out this challenge through managing and diverting consumer interactions to maximize your sales efficacy.

Understanding customer pain points

In all the likeliest of circumstances, the life of your customer or prospects is far from being perfect. They could be facing multiple points of inefficiencies or issues that make his life harder. For example, they could be struggling because of an inefficient sales process.

customer service problem solutions

These are called the customer pain point. If you understand and resolve these actual problems will put you in a bright spot with your customer attention radar! As a result, this will also effectively drive your future customer acquisition activities.

Yes, and this leads us to the most important question.

How can you actually understand your customer pain points?

Many businesses suffer from the problem of solving their imagined customer pain points. In the end, your marketplace finally ends-up judging that your product isn’t an actual priority or fix for their pressing problem.

The key to understanding customer pain points would be to collect customer data. You could start with through understanding and collecting the data on a common dashboard. This involves collecting and streamlining all the data to a unified dashboard.

By having Omni-channel support, you can listen to various streams of customer queries and complaints. This allows you to collect and consolidate all the incoming customer inputs.

Finally, you can also understand the common problems that affect the majority of your audience. This will help you implement a new product feature or service improvement. It can also prevent your competitors from taking advantage of your current product dynamics.

Developing the Framework to resolve problem

After identifying the problem to be solved or a particular pain point, you should actually recognize a way to solve the problem in a way that enables your prospects.

For this, there should be an actual way to recognize and streamline the activities that lead to a final resolution. You could manage the different solutions that actually resolve your particular problem.

You need to have a working framework to assign and follow different activities. For this, you need an accurate system to follow all the ongoing activities.

The Kapture Cloud CRM lets you consolidate the tasks at the different touch points across the multiple processes.

customer service problem solving techniques

The cloud-based task recording helps you make sure that all your activities are well-coordinated to resolve the actual customer problems.

Your end goal would be to create a product or service that your prospects want rather than just need in their daily life.

This is known as the wanting technique in the customer problem-solving issue.

Presenting resolutions

In the end, you should also reach your consumers with the actual resolution to the problem. This means that all your products get resolved at a particular time point.

You could take different paths to resolve the actual customer problems.

This involves marketing through the different channels that include digital, social or any number of other alternate channels. This also enables you to use great product messaging to attract your key audience.

This will help you to acquire visibility across different social platforms such as Facebook. For example, the number of likes is an important metric that determines your reach in the facebook page.


By having different channels to drive customer interactions, you can possibly increase the number of customer interactions.

Pitching your product

The entire process involves using the acquired data to improve your customer pitch.

As the actual problem is based on resolving particular pain points, you will be at better grounds to discover and resolve the customer problems.

You can also pitch better products based on your customer interactions.

This also allows you to develop a consistent sales pitch without having to follow blind cues concerning your product presentation. This also allows you to be flexible with your entire sales processes.


It’s just common sense that most of the buzzwords have been invented by marketers and crafty business people. It’s quite easy to group all the buzz-sounding terms as needless additions to the business encyclopedia.

While in reality, many successful business people utilize customer problem-solving approach to extend their success at leveraging customer attention and managing business value. If you can properly understand its dynamics, you can incrementally improve the number of deal closures.

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