Evaluation should include using
- surveys
- focus groups
- interviews
- online reviews
- internal audits.
Process/Skill Questions:
Thinking
- What are the options for conducting an evaluation?
- What are the limitations of any evaluation?
Communication
- What are ways to deal with an unreasonable customer?
Leadership
- How do leaders reward employees who are receiving consistent positive evaluations?
- How can leaders serve as role models for high quality customer service?
Management
- How can managers encourage customers to complete surveys?
- Why are some complaints best handled by management only?