Join Jeff Toister for an in-depth discussion in this video What you should know before watching this course, part of Managing Customer Expectations for Frontline Employees.
- Before we dive into the content, I'd like to share a few things to help you get the most out of it. This course is primarily intended for customer service professionals who work directly with their customers. You can also benefit, if you are a customer service manager or a small business owner who leads a customer service team. Throughout the course, I'll introduce various exercises that can help you apply what you learned. I encourage you to try them out, as these exercises will help you build your skills and adapt this training to your unique situation. I've also included some downloadable exercise files that can help you with some of these activities.
One of those files is a learning plan worksheet. You can use it to identify your goals for this course, and then record the key learning points that will help you achieve each goal. Keep your learning plan handy to make it easier to spot the concepts, skills, and ideas that are most important to you. I recommend downloading the learning plan worksheet now, and filling it out before continuing on to the next video.