February 2007
Beginner
400 pages
4h 25m
English
book
101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
by Glen Arm Lorraine L. Ukens Team-ing with Success Maryland
Content preview from 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques
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Chapter 52. Comic Relief: Analyzing Problem Situations
Goal
To practice using a structured approach to problem solving. Participants will solve a character’s problem by analyzing the situation, identifying possible solutions, and selecting the best resolution.
Time Required
Approximately 45 minutes to 1 hour
Group Size
Subgroups of three to five persons each, with a maximum of thirty participants
Materials
One copy of the Comic Relief Worksheet and a pencil for each participant
A video clip from a TV cartoon or situational comedy series that involves a dilemma for one of its characters without showing the resolution
VCR and monitor
Process
Introduce the session by stating that customers expect service representatives to come up with workable solutions to a variety of problems. This activity is designed to help the participants practice using a structured approach to effective problem solving.
Form subgroups of three to five persons each.
Distribute one copy of the worksheet and a pencil to each subgroup.
Explain that the participants will be viewing a video clip that presents a dilemma for one of its characters. Referring to the worksheet, tell the groups that they will have 20 minutes to attempt to solve the character’s problem by following the IDEA problem-solving process: (1) Identify the problem ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.