Write a paper on how to train DMV staff to improve customer service skills. I think doing lecture for the first session which will be to teach the employees about the website and its context (idk if I want to do this through a specialized video or in person – and if we do it in person then would it be by office?) and then the second session would be role playing and case study to make sure the lecture was effective.
Book: Robin A. Berkley and David M. Kaplan (2020). Strategic Training and Development (First Edition). Sage Publications, Inc.
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