Getting the most out of this course

- I'd like to go over a few things to help you get the most out of this course. The primary purpose is to show customer service leaders how to quickly solve problems. Our focus will be on employee performance, so we won't touch on other causes of customer service problems, such as defective products, inadequate technology, or changing consumer preferences. Small business owners, human resources professionals, and other people who support the customer service function in their business can also benefit from watching this course. The first time you take this course, you might find it helpful to watch a few videos, and then pause the course to apply a few new concepts.

Many of the videos contain specific exercises that you can try. After your first time through, you can always go back and review individual videos to help you solve a specific challenge. I've included some exercise files to help you with activities in this course. They're available for all lynda.com members to download and use. I'll be sure to reference each one as we cover it in the course. One of those files is a learning plan worksheet. I recommend downloading that one now and completing it before moving on to the next video. It will help identify your personal goals for the program, and you can also use it to track your progress as you implement new concepts.