In BBC Airline, a training program on improving customer service was given to flight attendants in response to the increasing customer complaints. However, when the trainees are back to the workplace, most of them have not served customers as expected in the training. To make transfer of training possible, you are required to: (a) suggest what should be done by the organization intervention (16 marks) and (b) discuss how the training should be designed in terms of overlearning and maximizing similarity. (9 marks)