Write a paper discussing Developing Future Managers
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 Figure 8-7, page 272, Sources of Information for Needs Assessment. Why is it
important to conduct a good Needs Assessment (Think in terms of the end results).
APA 512 words