Design and implement a customer service skills training program for customer representatives at the call center utilizing the five steps in 'Five Steps to Effective Training',however, we are skipping Steps 1 and 4.

Step 2 (Develop Learning Objectives) Develop a learning objective(s) for this training program.

Step 3 (Design the Training Program) Select a training method (or a mix of methods) that you think is the most appropriate for achieving the learning objective(s) that you have outlined in Step 2. Explain why you think the method that you have selected is the most appropriate. Also, discuss some disadvantages or potential problems that you may face in utilizing the method that you have chosen.

Training Methods:

Classroom training

On the job training

Virtual training

Experimental training

Games

Simulations

Lifelong learning

Step 5 (Evaluate the Training) Read 'Kirkpatrick's Training Evaluation Model', using this model, set up a plan to evaluate whether the training program has been successful in achieving the learning objective(s) that you have outlined in Step 2. However, set up a plan to evaluate only the Learning and Behavior outcomes within Kirkpatrick's Training Evaluation Model. Also, discuss the limitations of your methods in concluding that the training was successful in terms of Learning and Behavior.

1. For example, if the behavior of the customer representatives has been changed as intended after the training, can we really claim that the training program has caused this behavioral change? If not, why?