Workbook 1B Chapter 5 Activity 2
Build the Redesign Roadmap
Practice selecting priorities and planning next steps.
You are redesigning a customer service training program. You identified issues in five areas: call etiquette, advanced troubleshooting, handling angry customers, product knowledge, and CRM system use.
Start
Chapter 5 Scenario
Chapter 5 Scenario
Chapter 5 Scenario
Chapter 5 Scenariocompleted!
A realistic redesign plan prioritizes performance, manages scope, and includes a clear plan to measure results.
Workbook 1B Chapter 5 Activity 2
Linda Kaiser
Created on January 29, 2026
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Transcript
Workbook 1B Chapter 5 Activity 2
Build the Redesign Roadmap
Practice selecting priorities and planning next steps.
You are redesigning a customer service training program. You identified issues in five areas: call etiquette, advanced troubleshooting, handling angry customers, product knowledge, and CRM system use.
Start
Chapter 5 Scenario
Chapter 5 Scenario
Chapter 5 Scenario
Chapter 5 Scenariocompleted!
A realistic redesign plan prioritizes performance, manages scope, and includes a clear plan to measure results.