The following is a training needs assessment for a fictional company. The company was having an issue keeping customers in the store, much less buying anything. I prioritized deconstructing what could be done to improve the customers' experiences. My first task was to focus on the "cat people" and the type of [ersonality they have and transfer that into a type of script or profile for the employees to maneuver each time they meet with a customer. One of my biggest challenges was identifying what SMEs would be best to work with and how to effectively guide their wisdom. This matter was resolved by turning to popular experts on customer service like Salesforce which provided some useful research that was included in the TNA.