Designing a Training Program For Customer Service Representatives

Training and Development Case Study

You are an I/O consultant hired by a large credit card call center. There have been many customer complaints regarding employees treating customers badly. There have also been complaints about extremely long wait times when calling in with simple questions regarding accounts. The organization has asked you to design a training program for the customer service representatives to address these problems.

  • Write a minimum paper in which you develop a training program for this client.
  • Include the type of analysis that you may need to conduct to develop the program, the major components of the program, and how you might evaluate the program effectiveness.
  • Provide three to five peer-referenced sources to support your findings.
  • Format your paper according to APA standards.
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