You are an Training Consultant hired by a large establishment in the Telecommunications Sector. There have been many customer complaints regarding employees treating customers badly. There have also been complaints about extremely long wait times when calling in with simple questions regarding accounts. The organization has asked you to design a training program for the customer service representatives to address these problems. $1.$ Outline the approach you would have to take before designing any training programme for these customer service representatives. $2.$ Describe the methods you would use in the process and give reasons for your choices.