Review the exercise titled Training Needs in the Student Registration Office in Chapter 1 of the Blanchard and Thacker (2019) text. Assume that you were hired to develop a training program for the customer service representatives (CSRs) as described in the scenario. Your discussion should include the following:
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
Evaluation Phase
