Problem Management
Problem Management is a structured way of handling recurring customer issues and complaints to find lasting solutions. It's different from regular customer service because instead of just fixing individual customer problems one at a time, Problem Management focuses on finding and fixing the root causes to prevent similar issues from happening again. It's like being a detective who looks for patterns in customer complaints to solve bigger underlying issues. This approach is commonly used in customer service departments, IT service desks, and any business that deals with customer support.
Examples in Resumes
Implemented Problem Management process that reduced recurring customer complaints by 45%
Led Problem Management initiatives to identify and eliminate root causes of top customer issues
Used Problem Management techniques to analyze trends in customer feedback and develop permanent solutions
Typical job title: "Problem Managers"
Also try searching for:
Where to Find Problem Managers
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: Can you describe a time when you implemented a Problem Management process that significantly reduced recurring issues?
Expected Answer: Look for answers that demonstrate experience in analyzing patterns, implementing systematic solutions, and measuring results. They should mention specific metrics and how they tracked improvement.
Q: How do you prioritize which problems to address first in a Problem Management role?
Expected Answer: Strong answers should discuss business impact, customer satisfaction, cost implications, and resource availability. They should show ability to balance multiple factors in decision-making.
Mid Level Questions
Q: What tools and methods do you use to track and analyze recurring problems?
Expected Answer: Candidates should mention customer feedback systems, data analysis tools, and methods for tracking problem patterns. They should understand how to use data to identify trends.
Q: How do you distinguish between a one-time incident and a problem that needs deeper investigation?
Expected Answer: Look for understanding of frequency analysis, impact assessment, and ability to recognize patterns in customer issues.
Junior Level Questions
Q: What steps would you take to document a recurring customer problem?
Expected Answer: Should demonstrate basic understanding of problem documentation, including gathering customer feedback, recording frequency, and basic analysis of impact.
Q: How would you communicate problem solutions to customer service teams?
Expected Answer: Should show ability to create clear documentation, explain solutions simply, and understand the importance of team communication.
Experience Level Indicators
Junior (0-2 years)
- Basic problem documentation
- Customer feedback collection
- Simple trend analysis
- Team communication
Mid (2-5 years)
- Pattern recognition in customer issues
- Root cause analysis
- Solution development
- Process improvement
Senior (5+ years)
- Strategic problem solving
- Team leadership
- Process implementation
- Performance metrics analysis
Red Flags to Watch For
- No experience with data analysis or trend identification
- Focus only on quick fixes rather than long-term solutions
- Poor communication skills
- Lack of experience with customer feedback analysis
- No understanding of process improvement methods
Need more hiring wisdom? Check these out...
Unlocking Team Potential: Personality Mapping for Dynamic Management
Beyond the Resume: Cultivating a "Hire for Potential" Mindset in Management
Why Your Hiring Process is a Maze (And How Design Thinking Can Turn It into a Superhighway)
