Problem Solving and Decision Making

Most customer service interactions require that problems be rectified and that decisions be made. Customer service providers have to equip themselves to analyze situations and to efficiently determine appropriate solutions. Using the problem-solving strategies, determine your own solutions to the following "What would you do?" scenarios: The accounts receivable department that you manage has been having problems with customers not paying their bills on time. An additional problem is that numerous customers are sending the wrong portion of their bill with their payment. It has been suggested that the real problem is that the billing statement needs a new, more readable look.

Applying one of the problem- solving strategies, determine the most appropriate solution to this problem.