Read the following scenario as the basis for your discussion. You have a 1-day classroom experience in which you need to help a new group of employees become excellent customer service representatives for your organization, Amazon. After training, they will move into roles in both personal customer service at a retail counter in Amazon's shopping mall stores and telephone customer service handling customer questions and complaints. Discussion Checklist: Based on your reading of Chapter 4, discuss the related theories, instructional characteristics, and activities you will use to ensure that the new employees learn what it takes to be excellent customer service representatives