Applying the training process –

Your boss (in a hypothetical organization) has asked you to develop a training program for new employees in the customer care call center. There are about 1200 employees who staff the call center, and since turnover is close to 20% (not unusual for call centers), there are often new employees who need training on product knowledge, telephone courtesy, helping customers feel “served”, and dealing with difficult customers. One week has been designated for their initial training which includes four hours of information on health insurance and other benefits.

Refer to the Figure 8-4, page 289, Training Process diagram and briefly describe what you will do for each of the 4 steps in the process.

must be 250 words 

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