Case Study 2: How to Manage a Customer Service Rep with Poor Customer Service Skills

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Customer service can often become stressful and anxiety-inducing. But no matter how hard this task can be, customer service reps need to have focus and self-control — even when their customers don’t.

The Challenge: How to teach Managers to use critical thinking to solve a real-life issue such as, how to handle a Customer Service Representative with Poor customer service skills.

The Fix and Key Insights:  

   1. Place Them in the Situation
To capture the learner’s attention from the start we used a video synopsis of the issue we wanted them to analyze and fix.
   2. Ask Thought-Provoking Questions Regarding the Situation
Then we asked a series of questions to provoke the learners into using their critical thinking skills.
   3. Encourage Learners to Use Thinking Tools and Learn From Each Other<
Allow learners to discuss their analysis and findings with others to encourage a community of learning. We did this by allowing each learner to post their analysis and provide comments on each others’ work allowing them to learn from each other.

The Outcome: Managers learned from each other and were better able to handle dealing with customer service reps or any other employee who was not providing top-notch customer service.

Critical Thinking for Modern Learners

Critical thinking is a vital skill, whether you’re a chef, a CEO, a crane operator, or a customer service representative. To up your game (and in turn, the game of those you work with), sign up for our Critical Thinking for Modern Learners. In this workshop, you will learn how to help learners and workers solve problems and create solutions. This isn’t about pushing more content. No, it’s about prepping people with the tools and skills they need to make decisions in real-time that lead to high-value outcomes.


Melissa Erceg Dougherty

Ray Jimenez, PhD
Vignettes Learning
“Helping Learners Learn Their Way”

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