In order for any training to be effective, it must be coordinated with the company's overall objectives and at the same time, it is important to design a training program that will allow employees to fulfill their personal goals. This paper will look at what is involved in developing a training program for the Cross Country Automotive Services Company (CCAS) for a training need of "poor customer service." There are five steps that CCAS would …showed first 75 words of 2699 total…

…showed last 75 words of 2699 total…resource.asp Phillips, J.J., Phillips, P.P., & Hodges, T.K. (2004). Make Training evaluation work. Alexandria, VA: ASTD Press. Retreived on June 15, 2005 from ProQuest Database. Sterling Consulting Group. (2005). The service advantage: A customer service-training <Tab/> program. Retrieved on June 19, 2005 from website: <Tab/>http://www.scgtraining.com/training/advantage.html Stout, D. (1995). "Performance Analysis for Training". Niagara Paper Company, <Tab/>Niagara, WI, 1995