Imagine yourself as a trainer tasked with developing a program for customer service representatives. You want to ensure your program is not only informative but also engaging, addressing the specific challenges they face. This is where design thinking comes in. Design thinking is a human-centered approach to problem-solving, helping create solutions that are effective, relevant, and user-centered. By following its five steps, we can design training programs that truly empower our learners. Step 1: Empathize - Understanding Your Learners Conduct Interviews: Schedule individual or group interviews with customer service representatives. Ask questions like: What are your biggest challenges on the job? What skills do you think you need to improve? What are your preferred learning styles? What are your expectations for this training program? Observe Learners in Action: Shadow customer service representatives as they handle customer interactions. Observe their communication skills, problem-
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