01 - Introduction
02 - 1. The Importance of Customer Service Strategy
03 - 2. The Strategic Planning Process
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02 - Establish a shared vision (3:14)
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01 - Introduction to the strategic planning process (2:31)
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03 - Shape the customer access strategy (3:27)
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04 - Build the right skills, knowledge, and leaders (3:14)
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05 - Implement operational plans and processes (3:09)
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06 - Establish enabling technologies (3:30)
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07 - Make the required investments (2:52)
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08 - Harness innovation (2:57)
04 - 3. Putting Strategy to Work
05 - Conclusion
Ex_Files_Customer_Service_Strategy
