2 8D Problem Solving courses in Edinburgh

Problem-solving is not a chance process. This continuous improvement course will show you how Structured Problem Solving is a team-based and disciplined approach to Permanent Problem Resolution.

Customer Service Advisor with Problem Solving Skills Diploma - CPD Certified In the UK, the estimated salary for a Customer Service Advisor typically ranges from £18,000 to £25,000 per year, depending on experience and location. Customer Service Advisors play a vital role in solving issues and satisfying customers. Customer Service Advisor job is trending worldwide due to the growing emphasis on excellent customer service experiences, increased e-commerce activities and emphasis on business customer service reputation. Learning Outcomes: * Apply defusing techniques in Customer Service interactions. * Employ proactive strategies in Customer Service management. * Utilise problem-solving methods to enhance Customer Service. * Engage in brainstorming for effective Customer Service solutions. * Channel customer anger through Customer Service skills. More Benefits: * LIFETIME access * Device Compatibility * Free Workplace Management Toolkit Key Modules from Customer Service Advisor with Problem Solving Skills Diploma: Defusing Techniques: Master seven distinct defusing techniques to elevate your Customer Service aptitude. Proactive Customer Management: Implement proactive management strategies to optimise Customer Service outcomes. Problem-solving & Decision-making: Integrate critical problem-solving and decision-making methods into your Customer Service approach. Brainstorming & Reverse Brainstorming: Utilise brainstorming and reverse brainstorming to find innovative Customer Service solutions. Anger Channelling: Apply the art of anger channelling to maintain and improve Customer Service standards.

Duration 1 Days 6 CPD hours Overview Understand problems and the creative problem solving processIdentify types of information to gather and key questions to ask in problem solving Identify the importance of defining a problem correctlyIdentify and use four different problem definition toolsWrite concrete problem statementsUse basic brainstorming tools to generate ideas for solutionsEvaluate potential solutions against criteria, including cost/benefit analysis and group votingPerform a final analysis to select a solutionUnderstand the roles that fact and intuition play in selecting a solutionUnderstand the need to refine the shortlist and redefine itUnderstand how to identify the tasks and resources necessary to implement solutionsEvaluate and adapt solutions to reality This workshop will give students an overview of the creative problem solving process, as well as key problem solving tools that they can use every day. Skills such as brainstorming, information gathering, & analyzing data will be covered during class. GETTING STARTED * Workshop Objectives THE PROBLEM SOLVING METHOD * What is a Problem? * What is Creative Problem Solving? * What are the Steps in the Creative Solving Process? * Case Study * Module Two: Review Questions INFORMATION GATHERING * Understanding Types of Information * Identifying Key Questions * Methods of Gathering Information * Case Study * Module Three: Review Questions PROBLEM DEFINITION * Defining the Problem * Determining Where the Problem Originated * Defining the Present State and the Desired State * Stating and Restating the Problem * Analyzing the Problem * Writing the Problem Statement * Case Study * Module Four: Review Questions PREPARING FOR BRAINSTORMING * Identifying Mental Blocks * Removing Mental Blocks * Stimulating Creativity * Case Study * Module Five: Review Questions GENERATING SOLUTIONS (I) * Identifying Mental Blocks * Removing Mental Blocks * Stimulating Creativity * Case Study * Module Five: Review Questions GENERATING SOLUTIONS (II) * The Morphological Matrix * The Six Thinking Hats * The Blink Method * Case Study * Module Seven: Review Questions ANALYZING SOLUTIONS * Developing Criteria * Analyzing Wants and Needs * Using Cost/Benefit Analysis * Case Study * Module Eight: Review Questions SELECTING A SOLUTION * Doing a Final Analysis * Paired Comparison Analysis * Analyzing Potential Problems * Case Study * Module Nine: Review Questions PLANNING YOUR NEXT STEPS * Identifying Tasks * Identifying Resources * Implementing, Evaluating, and Adapting * Case Study * Module Ten: Review Questions CREATING A PERFORMANCE PLAN * Planning the Follow-Up Meeting * Celebrating Successes * Identifying Improvements * Case Study * Module Eleven: Review Questions WRAPPING UP * Words from the Wise * Lessons Learned