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

Chapter 53. Dialing Dilemma: Telephone Logic Problem

Goal

To discuss the process of logical problem solving and its implications for customer situations. Participants will solve a number sequencing problem using instructions given on an “automated telephone system” grid.

Time Required

Approximately 20 to 30 minutes

Group Size

Subgroups of two or three persons each

Materials

• One copy of the Dialing Dilemma Worksheet and a pencil for each person

• Blank flip-chart sheet and a felt-tipped marker for recording results

• Prepared flip chart with the following answer sequence: 1, 2, 5, 8, 3, 7, 6, 5, 8, 4, 9, 6, #, 3, 0

• Masking tape to post prepared flip chart

• Timer or clock

Process

1. Prior to the session, prepare a flip chart with the answer sequence, and post the sheet in a way that keeps the answers hidden from view.

2. At the session, explain to the participants that they will be working in groups to solve a problem that involves a sequence of events.

3. Form subgroups of two or three persons each.

4. Distribute a copy of the worksheet and a pencil to each participant. Read aloud the directions at the top of the page.

5. Tell the groups that they will have 5 minutes in which to determine the correct sequencing by following the directions given on the worksheet.

6. Time the activity for 5 minutes and then signal for the groups ...