Review the Training in Action 1-3 scenario titled, "Training Needs in the Student Registration Office" in Chapter 1 of the Blanchard and Thacker (2013) text.
Assume that you were hired to develop a training program for the Customer Service Representatives (CSRs) as described in the scenario.
Identify four of the most important KSAs (Knowledge, Skills, and Attitudes) a training program for the CSRs must address and include your reasoning for selecting these.
Discuss the specific activities to be performed in the five phases of the training process model: Analysis Phase, Design Phase, Development Phase, Implementation Phase, and Evaluation Phase.