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.
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
Form subgroups of three to five participants each.
Distribute one index card and a pencil to each subgroup.
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.
Collect the index cards from the groups and shuffle them. Distribute one situation card to each subgroup.
Distribute one newsprint sheet and a felt-tipped marker to each subgroup.
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 newsprint sheet provided.
After approximately 15 minutes, stop the groups and have them post their newsprint sheets.
Ask each subgroup in turn to identify its problem situation and the possible solutions. After each presentation, invite the other participants to comment on the solutions or offer additional ones.
Facilitate a large group discussion based on the following questions: