[FinA] Ariadna is a customer service manager for a telecommu…
[FinA] Ariadna is a customer service manager for a telecommunications company. One of her direct reports, Irene, has received several complaints from customers about her “lack of interpersonal skills.” Ariadna wants to assess Irene’s interactions with customers but is concerned with accruing additional complaints during training. She wants to assess Irene’s skills in a situation where any errors she makes have little or no adverse consequences on customer satisfaction. Which of the following assessment strategies would be the best for Ariadna to use?
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