Case Analysis (Training Class) HR Study Example | Topics and Well Written Essays - 500 words

Analysis (Training Class) HR - Case Study Example Other objectives include developing trainees’ understanding of their behavior and its effects on the customers, developing an effective language style that yields to a positive customer’s response, and developing a good CSS – customer relationship. Knowledge, skill, & abilities (KSAs) are very important for any job applicant, whereby, knowledge determines the amount of information that one has accumulated, for instance customer service skills. On the other hand, skills involve manipulation of people or data manually, either verbally or mentally, for instance proficiency in communication. Lastly, abilities are the powers entailed in performing a certain task at a particular time to solve problems amicably (Participant guide, 2006). Based on the training objectives provide a training agenda, indicating the time allocated and order of modules in your program. Customer Service Training Program: this is a four-week training program. Modules : week 1-4 Time: 5.00 pm- 7 pm communication skills Week 1 Customer handling techniques; managing the customer’s expectations Week 2 Effective problem solving techniques Week 3 Developing customer relationships Week 4 For each module, describe the goals of the module and the training methods you will use to accomplish it.