Step 1: Get focused on the customers

Get prepared to take the lesson:

Following are the resources to help you learn and apply Step 1. Download them prior to watching the lesson video:

1. The slides for Step 1 to follow along and take your own notes.
2. Three case studies we will refer to during this webinar: the Billing Team, the Training Team and the Research Team.
3. The transcript, if you prefer to read or also follow along as you watch the video.

Watch the lesson:

The video may take a few moments to start downloading before it plays in the media player below. This lesson is 20:20 long.

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