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 54. It’s All in How You Look at It: Problem Interpretation
Goal
To explore how the articulation and interpretation of a problem affect the solution. The participants will develop solutions to two problems, the first stated in slightly varying terms and the second stated in exact terms.
Time Required
Approximately 30 to 45 minutes
Group Size
Five subgroups of three to five persons each
Materials
Ten index cards and a felt-tipped pen to create problem cards (see Process section)
One sheet of paper and a pencil for each person
Process
Prior to the session, prepare two sets of index cards as directed below.
Set A: Create one card for each statement (or create an alternate version, writing each problem in five different ways by changing only one word each time):
Design a waterproof container.
Design a watertight container.
Design a water-resistant container.
Design a leakproof container.
Design a water-repellant container.
Set B: Create five separate cards with the following statement on each: Design a flotation device.
At the session, explain that the participants will be working together in groups to practice their problem-solving skills.
Form subgroups of three to five persons each. Using the Set A cards, distribute one index card to each subgroup. Provide each participant with paper and a pencil ...
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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.