BUS 680 Week 3 CSS Case Analysis

BUS 680 Week 3 CSS Case Analysis
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 This work of BUS 680 Week 3 CSS Case Analysis consists of:


 1. What are the training goals for the CSS training course? Indicate how these goals are linked to the KSA requirements. Assume that all trainees have college degrees but need KSAs in all other areas listed in the Qualifications section.

 2. On the basis of the training objectives, provide a training agenda and indicate the time allocated and order of modules in your program.

 3. For each module, describe the goals of the module and the training methods you will use to accomplish it. Provide your rationale.

 4. How will you evaluate whether each person in your training course has mastered the information and skill levels needed to perform as a CSS? Describe the types of questions you would ask of those supervising the CSS workers graduating from your program.

Business - General Business
 CSS Case Analysis. Read the Case Analysis: Training for Customer Service Specialists on pages 258-260. Answer the case questions on page 260.



Limit the distractions in your workspace. This does not mean that you have to have a classroom. Simply, shut off the ringer on the phone, turn off the television and if the computer is not used for school, shut it down. The fewer distractions you have to compete with, the smoother your lessons will go.