Customers now have many ways to get in touch with companies, whether via phone and email or social media and online chats. They have expectations, and organizations need to meet those demands to remain competitive. In this issue of TD at Work, Rachel Armstrong details how talent development professionals can ensure that customer service teams are providing customer experiences that meet high standards. She details:

The skills customer service teams need to meet customers' expectations
Techniques for training new hires for those skills
Methods to effectively support customer service reps after the training program
Ways to prepare reps for the future

Tools and resources included in this issue are a needs assessment checklist and blended learning ideas and planning charts.