Module 9: Introduction to the Tactics layer

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Having dealt with some of the harder to master human skills needed to be a great customer service agent, it’s now time to climb the ACETS pyramid once again and get tactical.

The American football legend, Vince Lombardi, said that “Practice does not make perfect. Only perfect practice makes perfect."

Practicing tactics in the right way and turning them into habits over time will change your way of thinking about how to interact with customers over time.

Section: Introduction

Duration: 2'05"