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Your boss (in a hypothetical organization) has asked you to develop a training program for new...

Your boss (in a hypothetical organization) has asked you to develop a training program for new employees in the customer care call center. There are about 1200 employees who staff the call center, and since turnover is close to 20% (not unusual for call centers), there are often new employees who need training on: product knowledge, telephone courtesy, helping customers feel “served”, and dealing with difficult customers. One week has been designated for their initial training which includes four hours of information on health insurance and other benefits.

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