Problem solving is something we do in our heads all the time. Many times, it only takes a few seconds to identify a problem and come up with a solution. A simple example is sitting at a wobbly table. A quick solution is folding up a piece of paper or using a magazine to lift a table leg and thus stop the wobbling. What about more complicated problems?
Advanced problem solving strategies are used when no solution immediately comes to mind or the solution that was tried did not work. These strategies find the true cause of the problem and develop a solution that addresses that problem.
There is no single perfect problem solving strategy. Each strategy has advantages and disadvantages. The “I.D.E.A.L.” problem solving strategy is just one strategy that lends itself to customer support problem solving due to its simplicity.
Most customer support problems are easy to fix. The reason is that you know quite well the product you are supporting. Then comes that customer problem in which you are thinking "I have no idea why that would happen." If you use the IDEAL problem solving strategy, you will be able to determine the root cause of the problem and create the best method of fixing the problem. Yes, there is more than one way to fix something. This strategy helps you pick the best one for everyone involved.
