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

Chapter 59. Sensible Solutions: Alternative Solutions

Goal

To identify customer service problem situations and develop possible solutions to them. Participants will use personal experiences to develop alternative solutions to customer problems.

Time Required

45 minutes to 1 hour

Group Size

Subgroups of three to five persons each, with a maximum of twenty-five participants

Materials

• One 5″ × 8″ index card and a pencil for each subgroup

• One newsprint sheet and a felt-tipped marker for each subgroup

• Masking tape for posting newsprint sheets

Process

1. Form subgroups of three to five participants each.

2. Distribute one index card and a pencil to each subgroup.

3. Direct each subgroup to identify one common service situation that involves a customer complaint or problem. One member of the group is to briefly describe the situation on the index card provided. Allow approximately 5 minutes for group work.

4. Collect the index cards from the groups and shuffle them. Distribute one situation card to each subgroup.

5. Distribute one newsprint sheet and a felt-tipped marker to each subgroup.

6. Explain that the groups will have approximately 15 minutes to discuss the service situation presented on the card and identify all the possible solutions to resolving the complaint or problem. The suggestions are to be recorded on the ...