2.+Rationale

Rationale
//Employees in the customer service industry often report that the most trying situations they encounter in the workplace on a daily basis are centred around difficult or complaining customers. As a result, we have selected a blended learning solution to your company to assist your employees deal with these situations and build a repertoire of responses through physical, mental and learned behaviours through a structured and unstructured plan of action. This approach offers employees a flexible approach to tailor the course in dealing with anger and stress management, video that assist in the process of response development and empathy for the concerns of your customers and the development of FAQ's and a reflective journal.//

//We hope you find our plan using a combination of traditional methods, online eLearning and reflection of the processes to be of great assistance to your organization. Please note that this scaffold is just a starting point for your organization and that it is factored in that a process of evolving will be generated and resources will change and be built upon over time.//