Module 2: Problem-Solving Techniques

Goal: Teach beginners how to identify problems, find solutions, and take action with confidence in a customer service setting.

✅ Suggested Structure: 5 Pages (Lessons)

Each page is short, practical, and focuses on a key step in the problem-solving process.

Lesson 1: Understanding the Customer’s Problem

Objective: Help learners learn how to clearly identify the real issue by asking questions and confirming.

Content:

• Ask open-ended questions:
  “Can you tell me more about what happened?”
  “When did the issue start?”
• Confirm what the customer said:
  “So your package hasn’t arrived yet, correct?”
• Don’t assume — always check for details.

Activities:

• 🗣 Role-play asking follow-up questions.
• 🎧 Listen to two conversations – identify which one fully understands the issue.
• 📄 PDF: “5 Basic Questions to Understand Any Problem” (Who, What, When, Where, How)