Most training programs are not formally evaluated beyond a reaction measure. Why do you think employers do not measure the impact of training on learning, behaviour, and results more often?

5 . Assume that your company president wants to develop a more customer-focused organization.

For the past 10 years, the con1pany has focused on cost containment while growing the business.

Write a inemo to your company president that supports the investment in customer service training as part of the strategic plan.