Facilitator Guide
55-70 minutes
5-20 participants
Interactive workshop
The storyboard presentation includes 6 interactive knowledge checks that appear after key slides. These checks reinforce learning and help identify areas where participants may need additional clarification.
💡 Facilitator Tip: Use these checks as discussion starters and learning reinforcement tools, not just assessments.
Ask participants to attempt the question individually first. This creates engagement and personal investment in the answer.
Walk around and observe responses. Note common misconceptions or areas of confusion to address.
Discuss both correct and incorrect answers. Use wrong answers as teaching moments, not failures.
Ask participants to explain their reasoning. This reveals thinking patterns and helps peer learning.
Welcome participants and set a positive tone. Emphasize that this training is about working WITH technology, not being replaced by it. Use participants' names when possible.
Brief introductions if needed. Ask for show of hands: 'Who has used a self-service kiosk as a customer?'
Keep energy positive and collaborative from the start.
Share relatable examples of frustrating all-automated experiences (phone trees, broken kiosks). Then contrast with slow all-human processes. Build case for balance.
Quick pair-share: 'Turn to someone near you and share one example of tech frustration and one example of great human service.'
This slide builds buy-in. Make it personal and relatable.
Read each learning goal aloud and check for understanding. Ask if anyone has questions about what we'll cover. Reassure that they'll have opportunities to practice.
Have participants write down one personal goal for the training session.
Make sure everyone understands the objectives before moving forward. ⭐ KNOWLEDGE CHECK: Multiple-choice question about training goals appears after this slide. Use it to ensure alignment on objectives.
Use friendly, welcoming language about AI. Compare to other workplace tools that help rather than replace. Emphasize that AI needs human oversight and input.
List on whiteboard: 'Tasks AI can help with' vs 'Tasks that need human touch'
Address any fears or resistance directly and positively.
Give concrete examples from your workplace. Explain how AI handling routine orders allows staff to focus on food quality, cleanliness, and helping customers who need assistance.
Role-play scenario: Busy rush hour with multiple kiosks running. How would you position yourself to be most helpful?
Make the benefits concrete and specific to your workplace. ⭐ KNOWLEDGE CHECK: Scenario-based question about rush hour decisions appears after this slide. Perfect for reinforcing when to trust AI systems.
This is crucial content. Role-model the helpful approach. Explain the visual cues that indicate a customer needs help (standing still, looking around, frustrated expressions).
Practice scenarios: 'Customer can't find allergen information,' 'Customer wants to modify a standard order,' 'Customer having trouble with payment'
This is where human skills really shine. Build confidence in their abilities. ⭐ KNOWLEDGE CHECK: Situation analysis question about when human intervention is required. Emphasize the allergy/safety scenarios.
Share examples of memorable customer service experiences. Emphasize that while AI can take an order, only humans can make someone's day better with genuine care.
Practice warm handoff: 'Here's your order, made fresh just for you. Have a wonderful day!' versus just handing over the bag silently.
This slide reinforces their value and importance. Make it inspiring. ⭐ KNOWLEDGE CHECK: True/false question about AI providing human warmth. Great opportunity to reinforce their unique value.
Discuss actual backup procedures for your location. Make sure everyone knows what to do when tech fails. Frame employees as heroes who keep service running.
Practice the transition: 'No problem! I can help you with your order right here while we get that fixed.'
Make sure everyone knows the actual procedures for your location. ⭐ KNOWLEDGE CHECK: Emergency response scenario about handling tech failures. Critical for building confidence in crisis situations.
Summarize the key concepts. Use the captain/co-pilot metaphor to reinforce their leadership role. Check for understanding and address any final concerns.
Each participant states one thing they'll implement immediately.
End on an empowering note that builds confidence and ownership.
Set up the scenario clearly. Have participants work through it step by step. Debrief what they did well and what they learned.
Full role-play with multiple participants playing customers in line, the stuck customer, and the employee responding.
This is the most important slide for skill building. Give everyone a chance to practice. ⭐ KNOWLEDGE CHECK: Matching exercise that ties together all concepts learned. Perfect final assessment before wrap-up.
The presentation includes 6 built-in knowledge checks that automatically assess understanding:
Have each participant commit to:
Closing Message: Remind participants that they are the heart of great customer service. AI is a powerful tool that helps them be even better at what they do best—caring for people and creating positive experiences that keep customers coming back.