WHEN PROBLEMS OCCUR, it is easy to play the ‘blame game’. Managers focus on the ‘who’ and the ‘why’, but by doing so completely forget about the customer and their problem. Instead, says Thomas Coupat, Country Manager for AGS Four Winds in China, managers should immediately focus on the ‘how’. Questions such as “How can we fix this?”, “How can overcome the delay?”, and “How can we keep the client happy?” are solution focused, and more positive. The result, says Coupat, is better customer service.