You have been asked to design a learning program for Customer Service Representatives (CSRs) on automatic billing, where monthly payments are automatically deducted from customers’ credit card or bank accounts. The Customer Service center accepts in-bound calls only; CSRs do not contact customers directly.
CSRs are expected to offer the auto-billing program with a goal of signing up 75% of those customers. Most customers who contact Customer Service are calling to make a late payment (for which a fee is charged).
Your preliminary needs assessment revealed the following:
Describe how you would approach designing your learning program.