Evaluation should include using
- surveys
- online media
- internal audits.
Process/Skill Questions:
Thinking
- What are the options for conducting an evaluation?
- What are the flaws with any evaluation?
Communication
- What kinds of communication demonstrate an employee's desire to answer a customer complaint?
- What are ways to deal with an unreasonable customer?
Leadership
- How do leaders reward employees or procedures that are receiving consistent positive evaluations?
Management
- How can managers encourage customers to complete surveys?
- Why are some complaints best handled by management only?