Lesson 3: Using Steps to Solve a Problem
Objective: Teach a 3-step formula to find solutions.
3-Step Process:
- Identify the issue
- Check available solutions
- Choose and explain the best one to the customer
Examples:
- Internet not working → Reset modem or schedule technician
- Wrong item delivered → Replace or refund
Activities:
- 🔄 Scenarios: Match the issue with the right solution.
- 🗂 Sort steps into the correct order (drag-and-drop).
- 📝 Create a solution plan for a sample problem.
