Problem solving
Featured in the Excellent Customer Service training manual
By Susan Iacovou & Caroline Clemie
Category: Customer Service
Credit price: 4 download credits (Single user)
If problems didn’t exist then there would be no need for solutions, but unfortunately this picture of a perfect world is unrealistic. Customer service problem solving is a key area that must be reviewed if any organisation is to provide an efficient and professional service to their customers. In this training resource, team members are introduced to the S-O-S problem solving process, and are given the opportunity to use it to solve any issues affecting the team. They also explore the five stages of brainstorming, which helps them to generate logical and relevant solutions.
You introduce the training resource by taking a look at how to gain consensus of opinion within the team, and then ask them to define the benefits of involving the team in creative problem solving. The team then take a look at brainstorming as a solution-generating process and investigate the five stages of brainstorming – a logical tool the team can use to assist in the decision-making process. Working in groups, the team members use the brainstorming process as part of a practical exercise to find out how to set about creating a problem-solving culture. The team are introduced to a suggested method of problem solving with a logical and easy to follow process, which they assess in relation to a theoretical example. You conclude the training resource by describing a number of ways to achieve a proactive and positive problem-solving culture.
Who is it for: This training resource is intended for use by trainers to help participants know how to solve problems that are having an impact on customer service levels.
- Themes:
- Communication,
- Creative thinking,
- Problem solving,
- Questioning,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:50:00 |
| No of Pages: | 35 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers as a stand-alone training activity to develop the team’s problem-solving skills to enable them to solve customer service problems effectively. It can also be used in conjunction with ‘Seeking customer feedback’, which looks at how our customers see us.
Download the training activity, Problem solving as featured in the Fenman training manual; Excellent Customer Service