Preparation This class focuses on helping employees recognize that their delivery of customer service is heavily influenced by their overall mind-set, the decisions made at that moment, and the actions they choose to take. Use the information below to enhance the class discussions.   1.  Compile a list of possible hurdles or roadblocks that have the potential to negatively impact customer service. These can be workplace challenges or personal issues an employee may face outside the office. Examples include inadequate training; individual workload; office politics; health concerns; lack of sleep; poor diet and nutrition; relationship or family issues; etc. While [...]