Good morning everyone,

I have been asked by the head of Customer Services to design some kind of training strategy/ catalogue for Customer services across Europe. The curriculum should be split into 3 levels: 1. the basic skills that all individuals should have (customer focus, dealing with conflicts, ...), 2. The knowledge that selected experts aligned on our new products focus (Heavy industry, glass, etc...), 3. a more specialized group of individuals with market awareness, operational/supply chain understanding, etc.. able to foresee trends in the markets. I guess this should be an hybrid document between training catalogue and competency framework (focusing on functional components as opposed to behavioral).

Would anybody be prepared to share a template they use in their organization with me or would you have any recommendations on building such document?

Thank you very much for your help

Gaelle