Customer Service · For people running sessions
Request the facilitator guide
Plan your session
Approximate reading time: 12 minutes for the case. Intended audience: Customer-service and contact-centre leaders, complaints teams, and operations owners responsible for resolving customer issues.
Facilitator format: Use the full 90-minute kit, or run a focused 20–30-minute discussion using the case and its key decision questions.
What is in the guide
A 90-minute run sheet in eight timed moves, a council-of-minds table that keeps every stakeholder in the conversation, critical-evaluation prompts, a model decision analysis, a transfer worksheet each participant completes, and a facilitator quality check. It accompanies the case The complaint the queue called closed - read that first, it is free.
Why it is sent on request
The guide works best in the hands of someone preparing to lead a room, and we like knowing who is teaching with these cases. Ask, and it is yours.
What happens when you ask
One email with a download link, valid for 24 hours. The optional updates choice is recorded separately. Updates delivery is being connected; the guide request does not depend on opting in.
Trouble with the form or need a link resent? Email manip@almostmagic.net.au with the case name and we'll send the guide.