PJ Enterprises Outstanding Customer

Service Workshop Facilitators Guide

Purpose of this Facilitators Guide
The purpose of this guide is to assist facilitators in leading PJ Enterprises Outstanding
Customer Service Workshop, the goal of which is to achieve a 10% improvement of
customer-service scores. Instructions include 1) how to prepare for the workshop 2) how
to lead discussions and activities and 3) how to facilitate the evaluation of the workshop.
In this guide, readers will also find a description of facilitator expectations, a complete list
of the materials required for the workshop, a breakdown of the time required for each
activity, and a workshop wrap-up checklist.

Learning Environment
The training room can be configured in several ways. For this workshop, the room will
need to be arranged with the tables in a U shape, so that the participants are facing the
middle of the room when seated (see Figure 1 below). This is not only to foster
discussion, but also to provide space in the middle of the room for the larger group
activities. There should be between 30-40 chairs in the room, which is more than enough
for the 29 participants (25 telephone operators and 4 customer service supervisors).
However, it is a good idea to reach out to the facilities team prior to the workshop to
make sure that none of the chairs have been reallocated to another room.

Figure 1
There is a retractable screen at the front of the room that can be lowered with the
switch in the panel on the wall (located near the light switch to the left as you enter
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the room) for videos and other projected presentations. To connect your laptop to
the projector (located on the built-in cabinet to the left as you enter the room), you
will need to connect the video cable (VGA) from your laptops external video port to
the projector. If you do not have a VGA cable, the facilities team can provide one to
you in advance. The Wi-Fi information is: PJ Enterprises/training123. There is also
a whiteboard in the room that should be used to record notes and summarize
discussions.
The room gets a lot of natural light through the large windows behind the projector
screen, so it is best to lower the blinds when projecting anything onto the screen.
The blinds can be lowered manually using the cords on the right side of each. To
dim or turn off the lights, use the switches in the main panel. The thermostat is
located to the right of the panel with the light and screen switches. The room is
typically on the cool side, but it tends to warm up in the afternoons, so you may
need to adjust the temperature later in the day.

Time Requirements
The entire workshop will take approximately 4 hours 10 minutes, including
scheduled breaks. The estimated time for each activity as well as the total time for
each enabling objective is listed in the instructional content section. Please keep in
mind that the time allotments are estimates, and that a productive discussion should
never be cut short just to stick to the schedule. Similarly, times will vary depending
on the amount and complexity of questions from the trainees, and it is crucial for the
facilitator to address any and all questions as long as they are in keeping with the
subject matter of the workshop.

Facilitator Expectations
As a facilitator, your job is to make sure that the trainees have what they need to
understand and engage with the materials and information in the training. You do not
need to be an expert in the field of customer service or remediation, but you should have
carefully reviewed all of the materials prior to the training to make sure you have a
thorough understanding of the desired outcomes of each activity. Other than that, the best
thing you can do is actively listen to participants, help keep discussions on target, and
create a friendly and supportive environment for learning. Below are some specific ways
in which you can better prepare for your role as facilitator.

3-5 Weeks Before Training:

Meet with contact at PJ Enterprises to:

verify the training outcomes and agenda

verify the number of participants and

determine whether any participants have special needs that will
require additional support
confirm the date(s), time(s) and location(s) of
the training, as well as the room setup and technology
requirements
get the contact information for the tech
person, in case there are problems on training day
1-2 Weeks Before Training:

Make sure that all training materials are ready.

Read the facilitator's guide and all other materials for the
training, including:
https://www.talkdesk.com/blog/call-centermanagement/10-steps-to-effective-problem-solving-for-call-centeragents/

Apply the Process worksheet

Dealing with Upset Customers worksheet

Upset Customer Scenarios handout

https://www.watershedassociates.com/learningcenter-item/managing-emotions.html

Practice giving the training.

Arrive an hour early to set up.

Test technology (computer, projector, etc.) to make sure it is

Ready sign-in sheet and participant materials.

Follow up on any unanswered questions.

During Training:

working.

After Training:
Distribute surveys (via email) to participants and send summary of
results to stakeholders.
Schedule meeting with PJ Enterprises stakeholders for debriefing
on training and survey results.
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Outstanding Customer Service Series Workshop Objectives

During a mock situation, telephone operators will efficiently and effectively handle
customer complaints resolving the situation within 8 minutes to the customers and
supervisors satisfaction.
Demonstrate use of the 10 steps involved in solving a
customer problem/issue.
Practice responding to upset or difficult customers using
multiple strategies.
Utilize strategies to maintain self-control and manage ones
own emotions during a verbal attack by a customer.

Materials
Objective 1

watch or other timekeeping device

laptop for facilitator

10 Steps video (should be on laptop)

10 Steps worksheet

whiteboard markers

basket with slips of paper with problem situations

Apply the Process worksheet

Objective 2

watch or other timekeeping device

7 Strategies video (should be on laptop)

Dealing with Upset Customers worksheet

whiteboard markers

Upset Customers Scenarios handout

role play cards

Objective 3

Managing Emotions handout

basket with cards of managing emotions techniques

basket with scripts for upset customer scenarios

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Post Course

email link to online scenario practice, quiz, and summary

certificate of training completion

Instructional Content
Terminal Objective: During a mock situation, telephone operators will
efficiently and effectively handle customer complaints resolving the situation
within 8 minutes to the customers and supervisors satisfaction.
Enabling Objective #1: Demonstrate use of the 10 steps involved in solving a
customer problem/issue.

Activities and Methods

Introduction: Welcome to todays training! By the end of our time
together, we want everyone to be able to efficiently and effectively
resolve customer complaints. As a way for us to begin our work
together and to give me a chance to learn a bit about you, Id like you
to take a moment and think of just one word that best describes your
customers. Pause for a few moments. Does anyone need more time?
Wait until all are ready. Now that everyone has a word in mind, Id like
to go around quickly, have you tell me your first name, how long
youve been with the company and then your word. For an example,
my name is ____, Ive been with my company for ____ years/months
and the word Id use to describe our customers is busy.

Time
Estimate
10 min.

How we view our customers and understanding our customers are

both important elements of customer service. These concepts are an
excellent foundation to learning how to resolve customer complaints.
Activities:
Resolving customer complaints, as you already know, can be a
complex process. In fact, it can be broken down into a 10-step
process. We are going to watch a video that outlines this process. As
you watch, fill in the 10 Steps on your worksheet. Handout worksheet.
Then show the video presentation based on article 10 Steps to Effective
Problems Solving for Call Center Agents. Following the video, go over the
10 Steps to be sure that everyone caught them all. Ask volunteers to list
them for you as you write them on the whiteboard. The steps include:
Identify the problem.
Find out why the problem exists.
Find out how the problem impacts the customer.
Clearly define the problem.
Generate possible solutions.
Evaluate each solution and select the most appropriate.
Plan implementation of the solution.
Pitch the solution to the customer.
Implement the solution.

15 min.

Analyze the results.

Now that we know the 10 steps to take to solve customer problems,

we are going to work on practicing the process. Please draw a
problem situation out of the basket. Pass the basket around with the
problems written out on slips of paper. Each slip of paper will also have a
#1 or the #2 on it in the upper right-hand corner. Give participants a minute
to read their problem. Follow the directions below.
1. Notice the number on the upper right hand corner of
your slip of paper. If you have a #1, please stand over here, point
to a location where there is room (see diagram below for an idea of
how the final configuration will look), and form a circle with your
backs to the inside, facing outside the circle. Assist as
necessary.
2. If you have a #2 on your paper, please form a circle
around Group 1, so that the each of you is facing one Group 1
participant. When that is accomplished each person should
have a partner they are facing. Make adjustments for an odd
numbered group, including stepping in to be someones partner or
making a trio.

30 min.

3. For the next 2 minutes, the Group 1 members will

describe the problem to their Group 2 partner. Feel free to
embellish the situation. Group 2 - your job is to identify the
problem, find out why the problem exists, and how the problem
impacts your customer. After the 2 minutes is up, Group 2 will
have 30 seconds to define the problem by sharing it back with
their Group 1 partner. So, just to clarify, Group 1, what is your
task? Wait for an answer. The correct answer is they will be sharing
their problem. And what will Group 2 be doing? The correct
answer is listening and probably asking some clarifying questions.
Are there any questions before we begin? Answer questions as
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appropriate. Lets begin. Set a timer for 2 minutes. Warn

participants when there are only 30 seconds left. Call stop when
time is up.
4. Ok, Group 2, now it is your time to share your definition
of the problem back with your partner. Group 1, be listening
close. You will have a chance to give them feedback. You will
have 30 seconds. Any questions? Answer questions as
appropriate. You may begin. Start a timer for 30 seconds. Call stop
when the time is up.
5. During the next 30 seconds, Group 1 members, please
tell your partners how they did. How well did they capture your
situation? Did they describe the crux of the problem or just
some fragments of it? Set the timer again for 30 seconds. Ask and
respond to any questions. Tell them when to start and end.
6. Now it is Group 2s chance to be the customer and
describe their problem to their Group 1 partner. You will have 2
minutes. Same process as before. Are there any questions?
Respond to questions as appropriate. Set the timer for 2 minutes
and let participants know when to start and stop, giving them a
warning when only 30 seconds are left.
7. Group 1, please share your definition of the situation
back with your Group 2 partner. You will have 30 seconds. Are
you ready? When they are ready, set the timer for 30 seconds and
tell them to begin. Let them know when to stop.
8. Group 2 members, please tell your partner how he or she
did. How well did they capture your situation? Did they
describe the crux of the problem or just some fragments of it?
Set the timer again for 30 seconds. Tell them when to start and end.
9. Thank your partner. Wait a few seconds for that to happen.
10. Heres where it gets fun. Group 1, please rotate your
circle 2 people to your right. Give them time to shift. Group 2,
please rotate your circle 3 people to your right. Greet your new
partner.
11. We will use the same process as before. Repeat steps 310 above.
12. This next time, we are going to go a little deeper. This
time Group 1 will start by giving a 30-second definition of their
problem. After that, Group 2 will have 2 minutes to generate
solutions, evaluate them, think through their implementation
and then pitch the solution to their Group 1 partner. These are
not expected to be done thoroughly or perfectly. This will follow
with 30 seconds of feedback from your Group 1 partner. Are
there any questions? Answer questions as appropriate. Set the
timer for 30 seconds, 2 minutes and another 30 seconds again,
calling time and giving warnings as needed.
13. Now it is time to switch roles again. This time Group 2
will start by giving a 30-second definition of their problem. After
that, Group 1 will have 2 minutes to generate solutions,
evaluate them, think through their implementation and then
pitch the solution to their Group 2 partner. Follow with 30
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seconds of feedback by your Group 1 partner. Are there any

questions? Answer questions as appropriate. Set the timer for 30
seconds, 2 minutes and another 30 seconds again, calling time and
giving warnings as needed.
14. Thank your partner. Wait a few seconds for that to happen.
15. Group 1, please rotate your circle 3 people to your right.
Give them time to shift. Group 2, please rotate your circle 2
people to your right. Greet your new partner. Repeat steps 12-14,
above.
16. Thanks, everybody! Lets return to our seats.
Debrief this activity by asking a few of the following questions of the large
group:
What happened as you listened and shared with your
partners?
What surprised you about using these steps?
How was this like/unlike real conversations youve had with
customers?
How might using this process change the way you relate to
customers?
What would it take for these steps to become normal for
you?

10-15 min.

30 min.

Now that youve had a chance to work through some simple

customer problems, were going to have you apply this to a customer
situation that you choose. Please get into groups of 3-4. Allow time for
them to get into groups and get settled. Hand out the worksheet, Apply the
Process, to each person. In your small group, create a realistic
customer issue and record it in the box at the top of the worksheet.
Then follow the 10-step customer problem-solving process weve
been working on, having at least one member of your team recording
your groups responses for each step. You will get about 20 minutes
to work together on this. Are there any questions? Answer questions
as appropriate. Set a timer for 20 minutes. Monitor groups. Adjust time
frame as needed.
Ask each group to share what they came up with. Use some of the
following questions to discuss what was learned from this small group
activity:
How was working through this problem different than the one
you did individually?
How were your solutions similar/different than the ones you
came up with on your own?
What part of this 10-step process is still difficult or unclear for
you?
When would you advise a co-worker not to use this 10-step
process?
What do you think is missing or unnecessary in this process?
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(i.e., what would you change about the process?)

Before we take a break, I want to let you know that you will be getting
a link to a short quiz in your email. You will be asked to put the steps
of this customer problem-solving process in order. The quiz will take
less than 5 minutes to complete and we will be tracking who has
completed it. Lets take a short break and come back ready to learn
more in about 10 minutes.
Materials: watch or other timekeeping device, laptop for facilitator, "10
Steps" video (should be on laptop), "10 Steps" worksheet, whiteboard
markers, basket with slips of paper of problem situations, "Apply the
Process" worksheet
BREAK
Total time for enabling objective #1

10 min.
1 hr. 50
min.

Enabling Objective #2: Practice responding to upset or difficult customers using

multiple strategies.

Introduction: Now that weve covered the step-by-step process for

dealing with customer issues, Im sure some of you are saying to
yourselves, This is all fine as long as the customer is calm, but that
wont work with some of the customers I deal with! During this
portion of the training we are going to address those concerns.
Activities:
Lets begin by watching a short video that shares 7 different
strategies that you can use. Be sure to take some notes on the
worksheet provided. Pass out the worksheet called, Dealing with Upset
Customers. Play the video with the same name - It will be similar to the
one here.

2 min.

23 min.

After the video, be sure that everyone captured all seven strategies. Ask
volunteers to provide them so that you can list them all on the whiteboard.
They are:
Connect with the angry customer.
Show empathy or apologize if appropriate.
Guide the customer's attention toward solving the problem.
Use positive language.
Have the customer make small decisions.
Take a timeout or draw the line.
Know what you can offer.
Divide participants into groups of 3-4 using your favorite technique. Hand
each group a copy of the handout, Upset Customer Scenarios. For each
situation, the group will need to identify 2 positive things they can do for the

30 min.

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customer. Give groups 20 minutes to work through the situations. Go over

the scenarios as a large group, giving different groups a turn at reading a
scenario and sharing their responses. Ask if other groups had different
ideas. Once all scenarios have been covered, use a few of the following
questions to debrief this activity.
What did you notice about the techniques used by each
group?
Which of these techniques are you most comfortable
with? Least comfortable with? Why?
What information or support do you need to be more
comfortable with all of these techniques?
How might using some of these techniques change the
outcome of a recent exchange with an upset customer?

20 min.

Ask participants to each select a partner. Give them a few moments to move,
if needed. Have participants each draw a role-play card. Provide the
following directions:
1. Each partner will take a turn being an upset customer and
the call center operator. When it is your turn to be the upset
customer, use the scenario on the card you drew to play your
part.
2. You will get 5 minutes in each role. Your goal as the call
center operator is to use the techniques we just learned about to
resolve the issue.
3. After the first 5 minutes, you will switch roles.
4. Ask if there are any questions.
5. Set a timer and monitor the discussions.
Facilitate a discussion beginning with some of the following questions.
How often do you deal with an upset or difficult customer?
How was your role-play experience similar to or different
from those customers?
What did you see/feel/hear that might help you resolve
your next difficult customer situation more quickly?
How might you develop a good sense of when to each of
the different techniques?
Materials: laptop for facilitator, watch or other timekeeping device, "7
Strategies" video (should be on laptop), "Dealing with Upset
Customers" worksheet, whiteboard markers, "Upset Customers
Scenarios" handout, role play cards
BREAK
Total time for enabling objective #2

15 min.
1 hour
30 min.

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 Enabling Objective #3: Utilize strategies to maintain self-control and manage ones
own emotions during a verbal attack by a customer.
Introduction: How many of you find it really easy to manage your emotions
when a customer starts attacking you? Raise your hand to indicate that they
should raise theirs if that fits them. At one time or another, most of us have
lost our cool when someone has come at us. It can be really tough to
not get defensive or even to strike back verbally. During this next section
of our training we are going to be learning about ways to maintain our
self-control in these difficult situations.

5 min.

During the next 10 minutes, please read to yourself this article on

Managing Emotions. Continue on with the lesson when it appears that
everyone has finished the reading.
Lead discussion starting with some of the following questions:
What information in the article did you find new or interesting?
What positive strategies were listed that you havent used
before?
How does understanding emotions help you to remain calm?
If you have used one of these strategies before, how would
you describe how it worked?

30 min.

5 min.
Allow participants to find a partner. Encourage them to partner up with someone
different than they have partnered with before.

25 min.

One last time we are going to use some scenarios and allow you to
practice with one another as a way to help you develop the skills needed
to provide great customer service. This time, I have two baskets. Point
them out. In the first basket, there are several different techniques that you
just read about. When you are playing the telephone operator, you will
draw a card/technique out of this basket. In this other basket, (point it out),
there are scripts for the attacking customers. When you are playing the
customer role, you will pick a card out of this basket. When you are
finished with your cards, you can switch roles and draw new cards. Go
ahead and put your old cards back in the baskets for others to pick from.
Take turns with your partner and I will give you about 15 minutes to
practice a variety of techniques to manage your emotions. Before you
switch roles, be sure to give one another helpful feedback in order to
improve our team. Are there any questions? Answer any questions as
appropriate.
After about 15 minutes, pull the group back together again for debriefing. Some
questions you might use include:
How many of you drew a technique you were uncomfortable
using? How did that go for you?
How easy/difficult was it to manage your emotions using a
pre-selected technique?
How can having a plan/strategy prepared ahead of time help
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you when under attack?

Which of these strategies would you like to get better at
using?

5 min.

Managing our emotions can take a lot of energy and a lot of discipline.
Practicing these strategies, while not easy, is really the best way to
become more effective at using them. In order to receive your certificate
for completion of this training, you will have 2 final practices and a short
quiz. You will get a link to the quiz in your email. You may take it as many
times as you need.
The first practice will be in the form of an online scenario. You will have a
link to complete this in your email. In this scenario, you will practice
making good emotional management choices under a limited amount of
time. You may repeat the scenario as many times as necessary to get all
the way through it. It is intended to purposely create a stressful
environment. Since those are the conditions you work under frequently, it
is important to train under those conditions, also.
The last step in completing this training is to set up a mock call with your
supervisor. We have provided them with mock scenarios, and they will be
reaching out to you to schedule a time for the mock call. During that call
you will have a time limit of 8 minutes to work with your mock customer
and resolve their issue. You will be expected to complete that mock call
within the next two weeks. Are there any questions regarding these last 2
assignments? Answer questions as appropriate.

10 min.

Closing: Before we all leave, lets review the things we learned together
today. What are some of the steps involved in solving customer issues?
Identify the problem.
Find out why the problem exists.
Find out how the problem impacts the customer.
Clearly define the problem.
Generate possible solutions.
Evaluate each solution and select the most appropriate.
Plan implementation of the solution.
Pitch the solution to the customer.
Implement the solution.
Analyze the results.
What are some of the strategies for dealing with difficult customers?
Connect with the angry customer.
Show empathy or apologize if appropriate.
Guide the customer's attention toward solving the problem.
Use positive language.
Have the customer make small decisions.
Take a timeout or draw the line.
Know what you can offer.
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And lastly, what are some techniques for managing your own emotions?
Breathe deeply
Positive self-talk
Walk around
Divert your focus
Ask yourself helpful questions
Thank you for your participation in this customer service workshop!
Materials: "Managing Emotions" article handout, basket with cards of
managing emotions techniques, basket with scripts for attacking customers

Total time for enabling objective #3

1 hour
20 min.

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Workshop Wrap-Up Checklist

Remind participants that they may contact the Aljelijo, LLC
representatives with individual questions or feedback regarding
the workshop.
Send link to training scenario to all participants with a bcc to
stakeholders.
Send instructions for mock call to customer service supervisors
with bcc to stakeholders.
Send survey link to all participants with a bcc to stakeholders.
In the email, specify that the survey must be completed in two
weeks time.
After each supervisor has informed you that his/her operators
have successfully completed their mock calls and all of the
quiz scores have been received, send workshop completion
certificates to supervisors.
After the survey deadline, analyze participants responses and
prepare a report for stakeholders on the results. Be sure to
clearly explain how any negative feedback will be applied to
revisions to the workshop going forward.
Remind stakeholders that Aljelijo, LLC representatives will be
reaching out to schedule 3-month and 6-month check-in
meetings to assess progress toward business goal (10%
improvement in customer-service scores).

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