101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

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

1. 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.

2. Form subgroups of three to five persons each.

3. Distribute one copy of the worksheet and a pencil to each subgroup.

4. 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 ...