Discussion:
Review a Case Analysis: TRAINING for CUSTOMER SERVICE SPECIALISTS and discuss below:
You are assigned the challenge of designing the training program for the temporary CSS employees,who must complete training before they become permanent CSS employees.
1. What are the training objectives for the CSS training program? Indicate how these objectives are tied to the KSA requirements. Assume that all trainees have college degrees but need KSAs in all other areas listed in the Qualifications section.
2. On the basis of the training objectives, provide a training agenda and indicate the time allocated and order of modules in your program.
3. Describe the goals of the module and the training methods you will use to accomplish it. Provide your rationale.
4. How will you evaluate whether each person in your training program has mastered the knowledge and skill levels needed to perform as a CSS? Describe the types of questions you would ask of those supervising the CSS employees graduating from your program