The Trainer Explained That Today's Customer Service Training Would Include

Multiple Choice

The trainer explained that today's customer service training would include a short group activity, a video about dealing with difficult people and then a review of customer service policies and that tomorrow's session would be a short review of day one information then primarily role play of different customer service issues. The trainer has just explained the:

A) task analysis.
B) learning objectives.
C) lesson plan.
D) principle of learning.
E) needs assessment.